Genesys Cloud CX

 View Only
Discussion Thread View
  • 1.  Caller ID on outbound Agent owned Campaign

    Posted 11-09-2022 09:34
    unfortunately we have a requirement from one of our business units to have the Agent's DID as caller ID (but wrap up codes required).  the only way we figured out how to do this was individual queues for every agent in this group (ughhh).

    Now they would like to run an agent owned campaign (preview, agents get their records) but still show the Agent's DID on the caller ID.  I don't know if this is possible when running a campaign but figured i would post here just in case.
    #Outbound

    ------------------------------
    Clayton Curtis
    Enova Online Services, Inc.
    ------------------------------


  • 2.  RE: Caller ID on outbound Agent owned Campaign

    Posted 11-09-2022 10:55
    If this is just for outbound campaigns, that is easy.  Include their DID in one of the contact columns and then use a Pre-call Rule to change the outbound caller ID for that call.



    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Caller ID on outbound Agent owned Campaign

    GENESYS
    Posted 12-06-2022 05:21

    Hello Clayton,

     

    The Genesys User Experience (UX) Research team is running a study around the topic of Inbound and Outbound campaigns.


    ABOUT THE STUDY:   

    • Date: from December 1st to 16th
    • Type of study: video chat with one of our researchers 
    • Length: 45 minutes
    • Location: Remote – via Zoom 
    • Your reward: $75 USD or 5,000 GCAP Points, 1-2 weeks after participation

          

    TO PARTICIPATE, COMPLETE THE FORM BELOW 👇

    https://app.smartsheet.com/b/form/b0b0843fa7194654aeafdde4e87a4758

     

    If you're selected to participate, we'll email you more details about the study and set a time for your session. 

       

    IF YOU STILL HAVE QUESTIONS:   

    Email us at SponsorUserProgram@genesys.com

        

    We look forward to meeting with you!  

     

    Best,

    UX Research Team



    ------------------------------
    Lais Freitas
    Genesys - Employees
    ------------------------------