Genesys Cloud - Main

 View Only

Sign Up

  • 1.  ANI phone number rather than Agent Name

    Posted 5 days ago

    Hi there,

    Currently, when our agents make outbound dials the ANI lists their name rather than the phone number they are calling from. 

    Is there anyway for us to set up the system to where we can see the ANI number rather than the agents name?


    #Outbound
    #Routing(ACD/IVR)

    ------------------------------
    Caitlyn Petrousek
    Other
    ------------------------------


  • 2.  RE: ANI phone number rather than Agent Name

    Posted 4 days ago

    Hi Caitlyn Petrousek,

    Please check the SIP trunk configuration. I believe the caller ID field might be empty in the trunk settings. Because of that, the ANI metrics are showing the agent's name instead of the ANI number. Kindly verify the caller ID settings in the SIP trunk.



    ------------------------------
    Manojkumar G
    ------------------------------

    Original Message


  • 3.  RE: ANI phone number rather than Agent Name

    Posted 3 days ago

    The ANI column in the performance view is not well named. If will show a name if one is associated with the call rather than the actual ANI (there is already another column for the name...but for some reason they decided to show it instead of the actual ANI in this column as well)

    There is no way that I've found to get it to display the actual ANI when an agent is involved on the outbound call



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCD
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


  • 4.  RE: ANI phone number rather than Agent Name

    Posted 2 days ago

    Caller ID Display Issues on Second Outbound Calls in Contact Center Queues
    When agents place a second call while already on an existing call, the caller ID often does not display the queue's program name or number, causing confusion. This appears to default to trunk info caller ID for additional outbound calls instead of the queue caller ID.

    Use Cases
    Some of our call center procedures, particularly around the practice of placing second and third calls while already handling an existing call and case. For example, when our agents are on a call with an insurance company and need to call back the patient to confer in, this additional call is not advertised as part of a queue. Consequently, patients may become confused when they see an unfamiliar caller ID, given that we manage multiple medical queues, each displaying its own program name or toll-free number.

    To mitigate any confusion and ensure a smooth experience for our patients, it is important that we clearly explain this process to them during our initial interaction. This way, they will understand why they might receive calls from different numbers and will be better prepared to handle the situation.

    please review and vote Caller ID Display Issues



    ------------------------------
    Ibrahim Al Kibssi
    Telecom - Infrastructure Engineer
    ------------------------------

    Original Message


  • 5.  RE: ANI phone number rather than Agent Name

    Posted 2 days ago

    Olá @Caitlyn Petrousek, saudações do Brasil!

    Since these are outbound calls, this behavior is expected.

    In Genesys Cloud:

    • ANI represents the calling party, when the agent dials, Genesys shows the agent identity (name) in the UI.

    • DNIS represents the dialed number, so the phone number being called will appear in the DNIS column, not ANI.



    ------------------------------
    Fernando Sotto dos Santos
    Consultor Grupo Casas Bahia
    ------------------------------

    Original Message


  • 6.  RE: ANI phone number rather than Agent Name

    Posted yesterday
    Edited by Caitlyn Petrousek yesterday

    Hi, 

    Thank you for the responses. 

    @Fernando Sotto dos Santos

    When we search the outbound number agents call from for DNIS it still doesn't show up as searchable. No results populate when we search the #. Any reason for this?



    ------------------------------
    Caitlyn Petrousek
    Other
    ------------------------------

    Original Message


  • 7.  RE: ANI phone number rather than Agent Name

    Posted 5 hours ago

    Olá @Caitlyn Petrousek!

    When I need to perform a lookup, I always follow the same format shown in the Genesys interface, using the "+" and the country code, followed by the remaining digits, including the "-".



    ------------------------------
    Fernando Sotto dos Santos
    Consultor Grupo Casas Bahia
    ------------------------------

    Original Message


Related Content