Genesys Cloud - Main

We merged with another company, and we would like the Caller ID of those agents to show up as our new company name. I checked certain locations including individual user account but could not find a location to change this. 

The organizational settings shows that it has a different name. But we want it to reflect our new name for those other agents who got merged into our company.

Tried all this

As the administrator, you can change the caller ID settings in Genesys Cloud by following these steps:

1. Log in to Genesys Cloud: Access your Genesys Cloud account with your administrator credentials.

2. Navigate to Admin Settings:

   • Click on the Admin tab in the left-hand menu.

3. Access Telephony Settings:

   • Under the Telephony section, click on Trunks.

4. Select the Trunk:

   • Choose the trunk for which you want to configure the caller ID - (The Trunk is configured with Interface.AI) 

5. Configure Caller ID:

   • In the Calling section, use the Prioritized Caller Selection list to select and prioritize the locations you want to use to build your caller ID information.
   • If you want to use a specific name, such as "Empeople," ensure it is set up correctly in this section.

6. Save Changes:

   • After configuring the caller ID settings, click Save External Trunk to apply the changes
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These steps should help you set the caller ID to display "Empeople" for your outbound calls. If you encounter any issues or need further assistance, feel free to ask!

Thanks and appreciate your help on this

#SystemAdministration
#Telephony

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John Francis
NA
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Hello John,

The Caller ID info that is sent via SIP can be pulled from a few different places. I would recommend taking a look at the Prioritized Caller Selection in your External Trunks and adjusting the priority list so that it pulls the information from the correct source.

If you are using a GCV number, you may need to reach out to the GCV team to make sure that the CNAM/LIDB is correct.

If the Caller ID information is still incorrect after you have made some changes, I would recommend opening a case with our Customer Care team. They will need a failed interactionID, the CID that you were expecting to show up, and the CID that was sent.

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Jason Kleitz
Online Community Manager/Moderator
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