Genesys Cloud - Main

I have a situation where the TFN numbers I am displaying for my different business groups are restricted to inbound calls only.  When I configure my BYOC trunk with any of these numbers, the calls fail with a SIP rejection.  So, I am acquiring in-country DID numbers to match each of the TFNs to use for placing callbacks and outbound calls.

Problem 1:  If I put the TFN that I want to show the customer on the trunk config, and set the trunk to prioritize trunk caller id, then the call fails.

Problem 2:  If I put the TFN that I want to show the customer on the queue config, and set the trunk to prioritize queue caller id, then the call fails.

Problem 3:  If I put a DID on the trunk config, then customers will see a caller ID we don't want to display, but the call succeeds.

My goal is to present the TFN to the customer, and use the DID to set up the call.  As I am just getting the DIDs provisioned, I haven't had much opportunity to test confgurations.  Is there a good way to solve this so the customer sees the TFN but the call is set up with the DID?

#Telephony

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Vikki Papesh
Sr. Genesys Cloud Developer II
Tandem Diabetes Care, Inc.
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Hey Vikki,

You should be able to set the number on the trunk so that it has a specific number as the default for the caller ID info. From the Trunk configuration, you can set the Prioritized Caller Selection to overwrite the caller ID info with the name and number specified by the queue.

If you've set this up correctly, I'm not sure why the calls would fail. Have you checked the SIP pcap on the failed calls to see what is causing them to fail? It may contain a response from your carrier.

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Jason Kleitz
Online Community Manager/Moderator
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Original Message:
Sent: 11/4/2025 9:57:00 AM
From: Jason Kleitz
Subject: RE: BYOC trunk - outbound number display vs configuration

Hey Vikki,

You should be able to set the number on the trunk so that it has a specific number as the default for the caller ID info. From the Trunk configuration, you can set the Prioritized Caller Selection to overwrite the caller ID info with the name and number specified by the queue.

If you've set this up correctly, I'm not sure why the calls would fail. Have you checked the SIP pcap on the failed calls to see what is causing them to fail? It may contain a response from your carrier.

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Jason Kleitz
Online Community Manager/Moderator
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Hi,

If you look at the PCAP trace for a failed interaction it should show what number you're sending and why it failed.

Technically you can send any number as calling party on an outbound call, but SIP providers should only allow calls that use a number you own.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Original Message:
Sent: 11-04-2025 10:53
From: Vikki Papesh
Subject: BYOC trunk - outbound number display vs configuration

Hi, Jason.  Yes, if I set the DID on the trunk the call will succeed, but the outbound caller id shows the DID, not the desired TFN, and to avoid international toll calls, using the DID of the country I'm calling would be ideal.  

I don't suppose there is a way to programmatically set the trunk calling party ID?  That would be ideal.

 

Vikki Papesh, GCCP SR. GENESYS CLOUD DEVELOPER II   P +1 858.366.6948   Tandem Diabetes Care | positively different 12400 High Bluff Dr. San Diego CA 92130 tandemdiabetes.com       The information in this email (including any attachments) may be privileged and/or confidential and is intended only for the recipient(s) listed above. Any use, disclosure, distribution, or copying of this email is prohibited except by or on behalf of the intended recipient. If you have received this email in error, please notify me immediately and destroy all copies of the transmittal. Thank you.

 

 

Original Message:
Sent: 11/4/2025 9:57:00 AM
From: Jason Kleitz
Subject: RE: BYOC trunk - outbound number display vs configuration

Hey Vikki,

You should be able to set the number on the trunk so that it has a specific number as the default for the caller ID info. From the Trunk configuration, you can set the Prioritized Caller Selection to overwrite the caller ID info with the name and number specified by the queue.

If you've set this up correctly, I'm not sure why the calls would fail. Have you checked the SIP pcap on the failed calls to see what is causing them to fail? It may contain a response from your carrier.

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Jason Kleitz
Online Community Manager/Moderator
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Vikki,

If you're trying to match a specific outbound caller ID value to specific international country's code, this would be a time to use number plans on sites to steer calls to specific outbound trunks that have the required outbound caller ID.  You can use the number plan to match specific country codes and route them to specific copies of our existing BYOC trunk that have a fake Termination Identifier but correct IP addressing and outbound configuration so that the trunk forces the desired outbound caller ID to that specific country.

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Aaron Lael
State of Utah - comments on this forum reflect my own personal opinions\observations and are separate from any entity I am otherwise involved in.
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Original Message:
Sent: 11-04-2025 10:53
From: Vikki Papesh
Subject: BYOC trunk - outbound number display vs configuration

Hi, Jason.  Yes, if I set the DID on the trunk the call will succeed, but the outbound caller id shows the DID, not the desired TFN, and to avoid international toll calls, using the DID of the country I'm calling would be ideal.  

I don't suppose there is a way to programmatically set the trunk calling party ID?  That would be ideal.

 

Vikki Papesh, GCCP SR. GENESYS CLOUD DEVELOPER II   P +1 858.366.6948   Tandem Diabetes Care | positively different 12400 High Bluff Dr. San Diego CA 92130 tandemdiabetes.com       The information in this email (including any attachments) may be privileged and/or confidential and is intended only for the recipient(s) listed above. Any use, disclosure, distribution, or copying of this email is prohibited except by or on behalf of the intended recipient. If you have received this email in error, please notify me immediately and destroy all copies of the transmittal. Thank you.

 

 

Original Message:
Sent: 11/4/2025 9:57:00 AM
From: Jason Kleitz
Subject: RE: BYOC trunk - outbound number display vs configuration

Hey Vikki,

You should be able to set the number on the trunk so that it has a specific number as the default for the caller ID info. From the Trunk configuration, you can set the Prioritized Caller Selection to overwrite the caller ID info with the name and number specified by the queue.

If you've set this up correctly, I'm not sure why the calls would fail. Have you checked the SIP pcap on the failed calls to see what is causing them to fail? It may contain a response from your carrier.

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Jason Kleitz
Online Community Manager/Moderator
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Hi!

This sounds like a carrier-side rejection, as Jan mentioned. Many BYOC carriers will reject calls if the From header doesn't match a number they recognize as yours.

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Daniel Souza
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