Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

Caller ID Prioritized Caller Selection (2022 update)

  Thread closed by the administrator, not accepting new replies.

  • 1.  Caller ID Prioritized Caller Selection (2022 update)

    Posted 01-31-2022 14:31
    Edited by David Van Milligan 01-31-2022 14:52
    No replies, thread closed.
    This feature has been temporarily disabled due to the possibility of SBC configurations rejecting multibyte characters found in some usernames. To accommodate for this scenario Genesys will provide administrators with the ability to choose when to suppress usernames from the outbound Calling Name. The feature, with enhancements, will be reenabled in the coming weeks.
    #Telephony

    ------------------------------
    David Van Milligan
    Genesys - Product Manager
    ------------------------------


  • 2.  RE: Caller ID Prioritized Caller Selection (2022 update)

    Posted 02-02-2022 00:33
    No replies, thread closed.
    David,

    Having this as the trunk level does not help GCV customers.  Currently, they have to order extra trunks through support to get different treatment of Caller ID.  While this gives better flexibility for some use cases, it does not eliminate the need for the multiple trunks.

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



  • 3.  RE: Caller ID Prioritized Caller Selection (2022 update)

    Posted 02-03-2022 14:03
    No replies, thread closed.
    I am in agreement with Robert on that we had to work with support to have extra trunks built out into our org top support separate callerID for different location..  When i read the release notes last Wednesday, I was very glad that we finally had that capability to customize CallerID based on Site..  I looked around within the site config and did not find it..  In any case, in addition to having to create separate GCV trunks, it also applies to BYOC trunks, which we plan on using as well..  Maybe challenging working with the carrier, to provide multiple carrier trunks to support separate Caller ID for Branding purposes.  I am hopeful, that this feature will be re-enable very soon..  Thanks

    ------------------------------
    Shalom Benzaquen
    Anthem, Inc.
    ------------------------------

    Original Message


  • 4.  RE: Caller ID Prioritized Caller Selection (2022 update)

    Posted 03-07-2022 02:35
    No replies, thread closed.
    Hi David,

    any updates on this feature? We have several use cases where we could use it...

    Thanks,
    Pierre


  • 5.  RE: Caller ID Prioritized Caller Selection (2022 update)

    Posted 03-07-2022 08:41
    No replies, thread closed.
    Yes, I was wondering the same thing..  We have a Genesys PureEngage Migration coming up soon, that we would like this new feature..  Thanks

    ------------------------------
    Shalom Benzaquen
    Anthem, Inc.
    ------------------------------

    Original Message


  • 6.  RE: Caller ID Prioritized Caller Selection (2022 update)

    Posted 03-08-2022 09:17
    Edited by David Van Milligan 03-08-2022 09:21
    No replies, thread closed.
    Thank you for your continued patience. We are targeting re-enablement of this feature by the end of March. The required changes will be distributed in the next Media Tier Release.

    ------------------------------
    David Van Milligan
    Genesys - EmployeesSr. Product Manager
    ------------------------------



  • 7.  RE: Caller ID Prioritized Caller Selection (2022 update)

    Posted 03-28-2022 09:32
    No replies, thread closed.
    Hi guys, checking back on updates for the feature. Have we made any headway on this release?

    ------------------------------
    Jonathan Baney
    Genesys - Employees
    ------------------------------

    Original Message


  • 8.  RE: Caller ID Prioritized Caller Selection (2022 update)

    Posted 04-04-2022 09:43
    No replies, thread closed.
    Great news, this feature will be re-enabled during non-business hours beginning April 6th 2022.

    ------------------------------
    David Van Milligan
    Genesys - EmployeesSr. Product Manager
    ------------------------------



  • 9.  RE: Caller ID Prioritized Caller Selection (2022 update)

    Posted 04-04-2022 10:20
    No replies, thread closed.
    @David Van Milligan,
    I see that the features coming soon does not list this feature.   Please make sure that it gets moved from the original release date to tomorrow.  It is important to let customers know when something like this comes out we can let them know when.  This is especially true of UI and functional changes like this that can cause a different Caller ID to be sent out based on the default settings you put into the feature. ​

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

    Original Message


  • 10.  RE: Caller ID Prioritized Caller Selection (2022 update)

    Posted 04-07-2022 01:39
    No replies, thread closed.
    The feature seems to be now activated, thank you!

    We were expecting this to show queues Caller ID when doing consultative outbound calls but it still seems to use the trunks Caller ID?

    ------------------------------
    Pasi Nääppä
    Moment Digital Oy
    ------------------------------

    Original Message


  • 11.  RE: Caller ID Prioritized Caller Selection (2022 update)

    Posted 04-08-2022 06:18
    No replies, thread closed.
    Now it seems to be disabled (without any notice)?

    ------------------------------
    Pasi Nääppä
    Moment Digital Oy
    ------------------------------

    Original Message


Related Content