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  • 1.  Caller ID

    Posted yesterday

    We have a bit of a bespoke setup for some users. The users are back office users that receive calls in Genesys via DIDs that route to an inbound call flow. The call flow performs failover routing, so if the user does not answer the call it routes to another user. This all works fine but the issue we have is as the inbound numbers are not assigned directly to the users, they are assigned to Call Routes, we are unable to set the inbound numbers as the users' caller IDs as it detects the number as a duplicate value. Is there any other way of acheiving this?


    #System/PlatformAdministration
    #Telephony

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    James Foster
    Technical Consultant
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  • 2.  RE: Caller ID

    Posted yesterday

    Hey James, from what I understood you are basically having issue with how to show a different number on the Caller ID for each of your users, as the numbers you would like to use are already being used for the call flow. Right?

    Well, I'm not 100% sure, but I think you can set the "Work Phone" contact of each user with any numbers (Even if it's not a DID created on your org), and that number would be used when your user calls. Have you tried setting the desired numbers this way?

    If that doesn't work, I believe you can also use an user's extension. So you might be able to create an extension using the same numbers as the DID (Haven't tried, just an idea).

    So maybe, let's say your DID is: +11 2222 3333
    You might be able to create an extension as: 1122223333

    Not sure if that even helps you, but maybe it gives some direction.

    Also keep in mind what is on the documentation below, as you need to setup your trunk so that the calls get the Caller ID number from the appropriate source (Be it the extension, or Work Phone from the user, or a queue, etc.):

    Use the Prioritized Caller Selection feature to configure caller ID information - Genesys Cloud Resource Center



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    Marcello Jabur
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  • 3.  RE: Caller ID

    Posted 10 hours ago

    In our system, the solution we found was to have the numbers hosted outside of Genesys Cloud and forwarded to DIDs inside GC. You can then add the external number as a "dummy" number used solely for caller ID, whilst the GC DID is what determines routing etc.

    I know this isn't always practical or sensible. I believe there is a way this can be done with some REGEX matching on the Edge / Trunk (? can't recall) but I don't have the specifics to hand.

    I'm sure someone like @Robert Wakefield-Carl has done this before.



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    James Dunn
    Telecoms Specialist
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  • 4.  RE: Caller ID
    Best Answer

    Posted 5 hours ago

    You need to implement Direct Routing.  https://help.genesys.cloud/articles/direct-routing-overview/.  This allows agents to have their own DID, but all DID's flow through an Architect Flow.  They can dial out of a Direct Routing queue that will use their own DID or out of other queues for the Queue DID.  Very effective way to allow DID calls to be handled like ACD calls in all aspects, including recording and STA.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 5.  RE: Caller ID

    Posted 4 hours ago

    Roberts' suggestion is spot on. As he mentioned, this also allows the use of Scripts and other features which are only available for ACD calls.

    If you don't want to follow that route, another workaround could be:

    - assign the DID to agents with additional digits as prefix or suffix.

    - in the trunk configuration, strip the prefix/suffix using Caller Id manipulation with regex expression.  



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    Christian Karpp
    Principal PS Consultant
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    Original Message


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