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  • 1.  Call ID Showing Agent Extension instead of 10 digit Work Phone Number and also Forwarding Showing Extension number only

    Posted 08-01-2025 02:52
    No replies, thread closed.

    Hello Everyone,

    Hope all are doing good. I want to show 10 digit agent work phone number. I have configured both extension and 10 digit work phone number (DID) in the Contact Information. In the Trunk configuration Under the Calling section, use the Prioritized Caller Selection High priority order as Call Source (Queue/Campaign/User DID). When I dial to outbound number showing extension to the customer instead of 10 digit  work phone number. Its takes extension as the priority. Same like agent tried to set the call forwarding showing other agent extension only not the 10 digit extension number. Kindly assist me any one.


    #Implementation
    #PlatformAdministration
    #SystemAdministration
    #Telephony

    ------------------------------
    Regards,
    Shenbagamoorthy B
    TechLead
    Pointel Inc.,
    ------------------------------


  • 2.  RE: Call ID Showing Agent Extension instead of 10 digit Work Phone Number and also Forwarding Showing Extension number only

    Posted 08-04-2025 10:21
    No replies, thread closed.

    Hello Shenbagamoorthy,

    For the agent that you had test this, if you look up their info in the Person Details section, do they have their 10 digit DID, or their extension marked as Primary Voice?



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Call ID Showing Agent Extension instead of 10 digit Work Phone Number and also Forwarding Showing Extension number only

    Posted 08-04-2025 11:47
    No replies, thread closed.

    Dear Jason Kleitz,

    Thank you for your response. I have selected Primary Voice as Work Phone Number with Extension.

    What changes I need to do it?



    ------------------------------
    Regards,
    Shenbagamoorthy B
    TechLead
    Pointel Inc.,
    ------------------------------

    Original Message


  • 4.  RE: Call ID Showing Agent Extension instead of 10 digit Work Phone Number and also Forwarding Showing Extension number only
    Best Answer

    Posted 08-04-2025 15:22
    No replies, thread closed.

    Normally you set Work Phone as the DID and Work Phone 2 as the extension, with Work Phone set as the Primary Voice



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


  • 5.  RE: Call ID Showing Agent Extension instead of 10 digit Work Phone Number and also Forwarding Showing Extension number only

    Posted 08-05-2025 17:15
    No replies, thread closed.

    Does that make any difference?



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


  • 6.  RE: Call ID Showing Agent Extension instead of 10 digit Work Phone Number and also Forwarding Showing Extension number only

    Posted 08-06-2025 01:35
    No replies, thread closed.

    Dear George Ganahl,

    Thanks for the response. It works as I expected. Great...



    ------------------------------
    Regards,
    Shenbagamoorthy B
    TechLead
    Pointel Inc.,
    ------------------------------

    Original Message


  • 7.  RE: Call ID Showing Agent Extension instead of 10 digit Work Phone Number and also Forwarding Showing Extension number only

    Posted 08-06-2025 11:40
    No replies, thread closed.

    Ok, glad to hear it



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


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