Genesys Cloud - Main

Displaying agent extension (Ex: 5101) if agent dials an 4 digit number (6905) or else if agent dials a 10 digit mobile number then display caller id (ex: +97146612345) configured at trunk level. Is this possible?

For our config:

We are using a single Trunk and Trunk Prioritized Caller Selection: This Trunk.
5101 is the extension assigned to Agent 1

If Agent 1 dials a manual outbound call to mobile number: +971123456789 it should display +97146612345(this is the Caller Address configured at Trunk).
If Agent 1 dials 6905 it should display my extension 5101 to person who is assigned to 6905.

Could anyone let us know how to achieve this scenario

#Telephony

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Naga Praneeth Mandali
Engineer
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Hello Naga,

You may want to set up another trunk / outbound route so that it routes all extension calls (or 4 digit calls) using a trunk that has the Call Source (Queue/Campaign/User DID) option set as the highest priority in the Prioritized Caller Selection of the trunk.

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Jason Kleitz
Online Community Manager/Moderator
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Hi Jason,

Thanks for the information. I am aware that by using another trunk we can achieve this. However, we need to know if there is any possibility of achieving this using single trunk.
can we achieve this by using match & format expressions under Identity-outbound?

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Naga Praneeth Mandali
Engineer
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Original Message:
Sent: 07-03-2025 16:20
From: Jason Kleitz
Subject: Conditional Outbound caller ID on single Trunk

Hello Naga,

You may want to set up another trunk / outbound route so that it routes all extension calls (or 4 digit calls) using a trunk that has the Call Source (Queue/Campaign/User DID) option set as the highest priority in the Prioritized Caller Selection of the trunk.

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Jason Kleitz
Online Community Manager/Moderator
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