We use the 'Transfer to Number' action in some InQueue Call Flows to transfer the incoming call to an external number if the caller chooses a specific option. We would like the caller's phone number to be transferred to the external number, however it is using the number we have set for outbound calls. Is there a way we can keep the specified number for general outbound calls but display/send the caller's number when using the transfer function? 

Thanks
#Outbound
#Routing(ACD/IVR)
#Telephony

------------------------------
Sarah Newell
Lifeline Aotearoa
------------------------------

Also relevant to us.

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

Original Message:
Sent: 08-14-2022 20:42
From: Sarah Newell
Subject: Can the caller's number (ANI) be passed when using the Transfer to Number function/

We use the 'Transfer to Number' action in some InQueue Call Flows to transfer the incoming call to an external number if the caller chooses a specific option. We would like the caller's phone number to be transferred to the external number, however it is using the number we have set for outbound calls. Is there a way we can keep the specified number for general outbound calls but display/send the caller's number when using the transfer function?

Thanks
#Outbound
#Routing(ACD/IVR)
#Telephony

------------------------------
Sarah Newell
Lifeline Aotearoa
------------------------------

This is valuable for us as well

------------------------------
Kristin Rappe
Roche Diabetes Care, Inc.
------------------------------

Original Message:
Sent: 08-14-2022 20:42
From: Sarah Newell
Subject: Can the caller's number (ANI) be passed when using the Transfer to Number function/

We use the 'Transfer to Number' action in some InQueue Call Flows to transfer the incoming call to an external number if the caller chooses a specific option. We would like the caller's phone number to be transferred to the external number, however it is using the number we have set for outbound calls. Is there a way we can keep the specified number for general outbound calls but display/send the caller's number when using the transfer function?

Thanks
#Outbound
#Routing(ACD/IVR)
#Telephony

------------------------------
Sarah Newell
Lifeline Aotearoa
------------------------------

yes it  a setting in the trunk to retain origin caller, I believe protocol->routing address -> "Request URI" or Diversion Method,  I am not 100% sure.  Additionally, because Genesys requires E164 for in/out, you might require to do some translation for ISP preferred format, so call goes true.

------------------------------
Edgar Pum
DirectAsia Insurance
------------------------------

Original Message:
Sent: 08-14-2022 20:42
From: Sarah Newell
Subject: Can the caller's number (ANI) be passed when using the Transfer to Number function/

We use the 'Transfer to Number' action in some InQueue Call Flows to transfer the incoming call to an external number if the caller chooses a specific option. We would like the caller's phone number to be transferred to the external number, however it is using the number we have set for outbound calls. Is there a way we can keep the specified number for general outbound calls but display/send the caller's number when using the transfer function?

Thanks
#Outbound
#Routing(ACD/IVR)
#Telephony

------------------------------
Sarah Newell
Lifeline Aotearoa
------------------------------

@Sarah Newell @James Dunn @Kristin Rappe​​​​ Are you on BYOC or Genesys Cloud voice? we are migrating to Genesys Cloud and interested to know how to address this issue

------------------------------
Vincent Sabolboro
ATB Financial
------------------------------

Original Message:
Sent: 08-19-2022 08:18
From: Edgar Pum
Subject: Can the caller's number (ANI) be passed when using the Transfer to Number function/

yes it  a setting in the trunk to retain origin caller, I believe protocol->routing address -> "Request URI" or Diversion Method,  I am not 100% sure.  Additionally, because Genesys requires E164 for in/out, you might require to do some translation for ISP preferred format, so call goes true.

------------------------------
Edgar Pum
DirectAsia Insurance

Original Message:
Sent: 08-14-2022 20:42
From: Sarah Newell
Subject: Can the caller's number (ANI) be passed when using the Transfer to Number function/

We use the 'Transfer to Number' action in some InQueue Call Flows to transfer the incoming call to an external number if the caller chooses a specific option. We would like the caller's phone number to be transferred to the external number, however it is using the number we have set for outbound calls. Is there a way we can keep the specified number for general outbound calls but display/send the caller's number when using the transfer function?

Thanks
#Outbound
#Routing(ACD/IVR)
#Telephony

------------------------------
Sarah Newell
Lifeline Aotearoa
------------------------------

Hi Vincent
I am advised we have a BYOC-Prem deployment.

------------------------------
Sarah Newell
Lifeline Aotearoa
------------------------------

Original Message:
Sent: 08-21-2022 11:09
From: Vincent Sabolboro
Subject: Can the caller's number (ANI) be passed when using the Transfer to Number function/

@Sarah Newell @James Dunn @Kristin Rappe​​​​ Are you on BYOC or Genesys Cloud voice? we are migrating to Genesys Cloud and interested to know how to address this issue

------------------------------
Vincent Sabolboro
ATB Financial

Original Message:
Sent: 08-19-2022 08:18
From: Edgar Pum
Subject: Can the caller's number (ANI) be passed when using the Transfer to Number function/

yes it  a setting in the trunk to retain origin caller, I believe protocol->routing address -> "Request URI" or Diversion Method,  I am not 100% sure.  Additionally, because Genesys requires E164 for in/out, you might require to do some translation for ISP preferred format, so call goes true.

------------------------------
Edgar Pum
DirectAsia Insurance

Original Message:
Sent: 08-14-2022 20:42
From: Sarah Newell
Subject: Can the caller's number (ANI) be passed when using the Transfer to Number function/

We use the 'Transfer to Number' action in some InQueue Call Flows to transfer the incoming call to an external number if the caller chooses a specific option. We would like the caller's phone number to be transferred to the external number, however it is using the number we have set for outbound calls. Is there a way we can keep the specified number for general outbound calls but display/send the caller's number when using the transfer function?

Thanks
#Outbound
#Routing(ACD/IVR)
#Telephony

------------------------------
Sarah Newell
Lifeline Aotearoa
------------------------------

Try going inside the Trunk settings (assuming you can manage that Trunk) and under the 'Calling' section, set Address & Name override method to 'Unassigned DID' and see if that works for you.

------------------------------
John Lazarus
Conn3ct (Connect Managed Services (UK) Limited)
------------------------------

Original Message:
Sent: 08-14-2022 20:42
From: Sarah Newell
Subject: Can the caller's number (ANI) be passed when using the Transfer to Number function/

We use the 'Transfer to Number' action in some InQueue Call Flows to transfer the incoming call to an external number if the caller chooses a specific option. We would like the caller's phone number to be transferred to the external number, however it is using the number we have set for outbound calls. Is there a way we can keep the specified number for general outbound calls but display/send the caller's number when using the transfer function?

Thanks
#Outbound
#Routing(ACD/IVR)
#Telephony

------------------------------
Sarah Newell
Lifeline Aotearoa
------------------------------

Update...
Thanks for the responses. I have been advised of a couple of related ideas on the ideas lab that may be of interest:
https://genesyscloud.ideas.aha.io/ideas/INB-I-176

https://genesyscloud.ideas.aha.io/ideas/INB-I-571

------------------------------
Sarah Newell
Lifeline Aotearoa
------------------------------

Original Message:
Sent: 08-14-2022 20:42
From: Sarah Newell
Subject: Can the caller's number (ANI) be passed when using the Transfer to Number function/

We use the 'Transfer to Number' action in some InQueue Call Flows to transfer the incoming call to an external number if the caller chooses a specific option. We would like the caller's phone number to be transferred to the external number, however it is using the number we have set for outbound calls. Is there a way we can keep the specified number for general outbound calls but display/send the caller's number when using the transfer function?

Thanks
#Outbound
#Routing(ACD/IVR)
#Telephony

------------------------------
Sarah Newell
Lifeline Aotearoa
------------------------------