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  • 1.  DID numbers- CLI

    Posted 04-19-2023 10:04
    No replies, thread closed.

    Hi There,

    Currently,  the contact centre sales agents have DID numbers allocated to them. We have created a separate Inbound call flow for the agent's DID numbers which plays disclaimer messages to the caller before transferring the call to the agent.
    Since the DID number is allocated to an inbound call route (Call flow), In the user's profile, if the agent work number is configured with that DID number (already allocated to an inbound route) it displays as duplicate and during the outbound call the CLI is not displayed.

    The main requirement here, when the sales agents make outbound calls, their DID numbers require to be displayed as CLI

    Any solutions or thoughts?

    Thanks
    Prem


    #Telephony

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    Prem
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  • 2.  RE: DID numbers- CLI
    Best Answer

    Posted 04-20-2023 02:01
    No replies, thread closed.

    Hi Prem,

    I had a similar case. What I did was allocating the personal numbers to a flow that routes the call primary to the agent. If not available the call routes to the queue. For outbound the agents have a fake number assigned to them, which looks like their real personal number, e.g. other country code or other local area number. On the trunk level I use a Regex to manipulate the outgoing caller ID to the real personal number of the agent.



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    Edward Wit
    Cloudoe BV
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  • 3.  RE: DID numbers- CLI

    Posted 04-20-2023 03:08
    No replies, thread closed.

    Thank you @Edward Witupdated the number plan, added the regex on the trunk and configured a fake number as the user's work number and it works.



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    Prem
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    Original Message


  • 4.  RE: DID numbers- CLI

    Posted 04-20-2023 04:24
    No replies, thread closed.

    That's a very good idea. We are in a similar situation for some of our users and I did not have a solution.

    Some other users we have, I have their DIDs with another provider, so I'm able to add their DID into GC as a dummy number. I want to consolidate away from the other provider but I was reluctant to port them for this reason. 



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    James Dunn
    Pitney Bowes Inc.
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    Original Message


  • 5.  RE: DID numbers- CLI

    Posted 06-12-2023 10:14
    No replies, thread closed.

    @Edward Wit How did you work around the limit of three entries max?

    I'm guessing that maybe your dummy numbers are the same as the DIDs used in the Inbound Call flow, but with a different Area Code so you can just take the trailing 7 digits and prepend the desired Area Code? Something like that?

    I'm trying to think of ways to make it work well when you have hundreds of users to handle in that manner. 



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    George Ganahl GCP (Genesys Cloud), CCXP
    Principal PS Consultant
    Genesys
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    Original Message


  • 6.  RE: DID numbers- CLI

    Posted 06-18-2023 09:17
    No replies, thread closed.

    Hi George,

    It is exactly as you outline. For the fake numbers I'm using the real DID of the user and replaced the area code by a code that is hardly known here. The only problem with that is that users are complaining with their helpdesk that the number they see in their profile is not correct 😀

    I only needed 1 regex for this.



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    Edward Wit
    Cloudoe BV
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    Original Message


  • 7.  RE: DID numbers- CLI

    Posted 06-27-2023 07:03
    No replies, thread closed.

    hello George Ganahl,

    I have similer question, if we are using fake DIDs for the Agent profile, do we get billed for the same from service Provider?
    the faking DIDs we using to just get the notified incoming calls from Group to Agent Mobile Phone through communicate APP. 



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    Vinayak Vagal
    SmartConnect Technologies Pvt. Ltd
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    Original Message


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