Genesys Cloud - Main

When Using the Transfer to Number in Architect to an external number the Caller ID that goes out is the original Callers is there anyway to make the caller id the Name of the IVR or a Customer Caller ID 

#Routing(ACD/IVR)

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Martin Black
System Engineer
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Hi Martin,

I found an idea on the Genesys Cloud Product Ideas Lab that is referencing similar issues on how the transfers to external numbers work.  It might be worth voting on this idea and adding your use case so that it can be considered by development: DIG-I-328

Hopefully someone in the community has experience of this and can help further

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Hi Martin,
I would say you check your Trunk Settings, and create a specific outbound trunk where you can change this.
In the below screenshot, the outbound call will use the call-source, which in the case would be customer ANI, but if you move the "This Trunk" setting up the order and then provide a trunk level phone number, it uses that phone number.

It may not work in all scenarios as your other business needs may require to use the queue specific phone number.

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Vineet Kakroo
Senior Technical Consultant
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