Genesys Cloud CX

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  • 1.  Can the caller's number (ANI) be passed when using the Transfer to Number function/

    Posted 08-14-2022 20:43
    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

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    Sarah Newell
    Lifeline Aotearoa
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  • 2.  RE: Can the caller's number (ANI) be passed when using the Transfer to Number function/

    Posted 08-17-2022 05:24
    Also relevant to us.

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    James Dunn
    Pitney Bowes Inc.
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  • 3.  RE: Can the caller's number (ANI) be passed when using the Transfer to Number function/

    Posted 08-18-2022 08:27
    This is valuable for us as well

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    Kristin Rappe
    Roche Diabetes Care, Inc.
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  • 4.  RE: Can the caller's number (ANI) be passed when using the Transfer to Number function/

    Posted 08-19-2022 08:18
    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.

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    Edgar Pum
    DirectAsia Insurance
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  • 5.  RE: Can the caller's number (ANI) be passed when using the Transfer to Number function/

    Posted 08-21-2022 11:10
    @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

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    Vincent Sabolboro
    ATB Financial
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  • 6.  RE: Can the caller's number (ANI) be passed when using the Transfer to Number function/

    Posted 08-24-2022 15:45
    Hi Vincent
    I am advised we have a BYOC-Prem deployment.

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    Sarah Newell
    Lifeline Aotearoa
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  • 7.  RE: Can the caller's number (ANI) be passed when using the Transfer to Number function/

    Posted 08-22-2022 04:03
    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.

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    John Lazarus
    Conn3ct (Connect Managed Services (UK) Limited)
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  • 8.  RE: Can the caller's number (ANI) be passed when using the Transfer to Number function/

    Posted 08-24-2022 15:48
    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



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    Sarah Newell
    Lifeline Aotearoa
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