Genesys Cloud - Main

Hi all,

I've recently started showcasing the Communicate app more in my demos, especially since it's now possible to go on queue directly from it.

I've noticed something that could potentially impact user adoption.

In the call log, phone numbers are not always displayed.

Instead, entries often show "Mobile Number France," particularly for incoming and transferred calls.

Is this expected behavior, or could it be due to a configuration I may have missed?

Thanks in advance for your help.

Valentin

Hi all,

I've recently started showcasing the Communicate app more in my demos, especially since it's now possible to go on queue directly from it.

I've noticed something that could potentially impact user adoption.

In the call log, phone numbers are not always displayed.

Instead, entries often show "Mobile Number France," particularly for incoming and transferred calls.

Is this expected behavior, or could it be due to a configuration I may have missed?

Thanks in advance for your help.

Valentin

Hi Stephan,

Thanks for your feedback.

In Genesys Cloud, I do see the ANI correctly, so it doesn't seem to be a telco restriction.

The issue appears specific to the Communicate app.

Thanks

Hi all,

I've recently started showcasing the Communicate app more in my demos, especially since it's now possible to go on queue directly from it.

I've noticed something that could potentially impact user adoption.

In the call log, phone numbers are not always displayed.

Instead, entries often show "Mobile Number France," particularly for incoming and transferred calls.

Is this expected behavior, or could it be due to a configuration I may have missed?

Thanks in advance for your help.

Valentin

Hi Valentin

I tested and on my side and noticed the same.  I found the following 2 Aha ideas logged that is currently in development that might address this issue.

https://genesyscloud.ideas.aha.io/ideas/EPMAUCC-I-4

https://genesyscloud.ideas.aha.io/ideas/DIG-I-196

Regards

Hi Stephan,

Thanks for your feedback.

In Genesys Cloud, I do see the ANI correctly, so it doesn't seem to be a telco restriction.

The issue appears specific to the Communicate app.

Thanks

Hi all,

I've recently started showcasing the Communicate app more in my demos, especially since it's now possible to go on queue directly from it.

I've noticed something that could potentially impact user adoption.

In the call log, phone numbers are not always displayed.

Instead, entries often show "Mobile Number France," particularly for incoming and transferred calls.

Is this expected behavior, or could it be due to a configuration I may have missed?

Thanks in advance for your help.

Valentin