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  • 1.  Calling number after transfer

    Posted 02-13-2024 05:59

    Hello. I've got a problem concerning the calling number that is displayed after a transfer towards an external number.

    When the agent makes a blind transfer, the calling numbered which is displayed on the external contact is correctly the one of the caller (ANI).

    But when the agent makes a supervised transfer, he fisrt consults the external contact, so calls him, and then it's the organisation's telephone number which is shown (configured at the site level). 

    And after theagent completes the transfer, I thought the number would become the number of the caller (ani), but it is not the case, it remains the organsiation's number. 

    I would like that my external contact (on which the call is transfered) could see the caller's number instead of the organisation's one. Do you know if it's possible?

    Does it depend on the configuration of something (webrtc phone set, trunk, edge, site, ..?) or is there nothing to do ? 

    Thanks for your help


    #ANI #OutboundCalling #CallerAni #ExternalTransfer


    Catherine DUPIRE

  • 2.  RE: Calling number after transfer

    Posted 02-23-2024 09:59

    Hi again Catherine. 

    Again, unfortunately, I don't have an answer for you.  This Idea has been out there since 2021.  I suggest a vote and a good use case like "I have no idea who is calling me" or "I don't have any context to who is calling".  Caller ID for Consult Transfers need to | Genesys Cloud Ideas Portal (

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

  • 3.  RE: Calling number after transfer

    Posted 02-23-2024 12:15

    Hello Robert. Thank you for taking the time to answer me. I just voted for the idea you mentioned.


    Catherine DUPIRE

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