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  • 1.  Caller Name not displaying

    Posted 11-13-2024 16:34
    No replies, thread closed.

    Hello Hive Mind!

    OK, so maybe I've had a brain-malfunction, but I can't for the life of me figure out what's going on here.

    I have a customer using Genesys Cloud Voice. The Trunk is set up with both the Caller ID and the Caller Name completed, however when an outbound call is made (tested to both AT&T and T-Mobile) the number and general geographic locations (Town, State) are displayed, but not the Caller Name. The Prioritized Caller Selection is the default (Call Source -> This Trunk) and "Suppress User Name" is set to "Always".

    Am I missing something here?


    #Telephony

    ------------------------------
    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
    ------------------------------


  • 2.  RE: Caller Name not displaying

    Posted 11-14-2024 06:13
    No replies, thread closed.

    Hi Paul,

    Wouldn't "Suppress User Name" set to "Always" mean it that Caller Name is never sent?



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------



  • 3.  RE: Caller Name not displaying

    Posted 11-14-2024 13:11
    No replies, thread closed.

    Thanks, Jan.

    My understanding is that the setting prevents the originating users' DNIS / Name from being sent, instead sending the one configured for the line. The strange thing is that the number is sent (and shows up!) but the name isn't making it through....



    ------------------------------
    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
    ------------------------------

    Original Message


  • 4.  RE: Caller Name not displaying
    Best Answer

    Posted 11-15-2024 12:44
    No replies, thread closed.

    For the benefit of anyone else who stumbles across this thread and is facing similar issues. If you are using Genesys Cloud Voice, go and read this article. It talks about additional steps that have to be performed to get the Caller Name to show up. Shame there isn't mention of it next to the setting in the Trunk Config!!

    I will update here once we have completed this and tested it.



    ------------------------------
    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
    ------------------------------



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