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  • 1.  Communicate App - Call log not displaying phone numbers

    Posted 8 hours ago

    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


    #Telephony

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    Valentin Koulaksezian
    Ceritek - France
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  • 2.  RE: Communicate App - Call log not displaying phone numbers

    Posted 6 hours ago

    Hi Valentin

    Just a quick question.  With the examples you shared in the screenshot, do they display with the same information when you look under interactions in the Genesys cloud app or browser?  It possible that these numbers are "blocked" or restricted from a telco point of view which will then not allow the number to be displayed.

    I would recommend having a look at these articles - https://help.genesys.cloud/release-notes/genesys-cloud/january-26-2022/
    https://help.genesys.cloud/articles/use-the-prioritized-caller-selection-feature-to-configure-caller-id-information/

    Perhaps someone else in the community has additional info regarding this topic.

    Regards



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    Stephan Taljaard
    EMBEDIT s.r.o
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    Original Message


  • 3.  RE: Communicate App - Call log not displaying phone numbers

    Posted 5 minutes ago

    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



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    Valentin Koulaksezian
    Ceritek - France
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    Original Message


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