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  • 1.  Display "Calling Party Number" in Queue when transferring calls to External Party

    Posted 11-10-2023 05:03
    No replies, thread closed.

    HI Genesys Community

    Allow me to confirmt there are any ways to implement below.

    1. An inbound call comes to GenesysCloud and Agent A answer the call.
    2. Agent A transfers the call to an external party.
    3. The external party can see a caller ID specified in Queue setting.(Calling Party Number")

    Currently, in my environment, Caller ID in the external trunk is displayed on the external party cell phone.

    Prioritized Caller Selection in the external trunk, Call Source is on the top and This Trunk is the next.


    #SIP/VolP
    #Telephony

    ------------------------------
    哲朗 藤澤
    TSUZUKI DENKI CO LTD
    ------------------------------


  • 2.  RE: Display "Calling Party Number" in Queue when transferring calls to External Party

    Posted 11-10-2023 07:30
    No replies, thread closed.

    Hi,

    The Prioritized Caller Selection feature also requires the connected Voice Provider to be compatible (and conform to) the way GC will construct the SIP messages.

    If your voice provider was to do a quick Wireshark capture to see the message(s) they are receiving in order to find out the correct field within the paylod to use as the CLI, I'm sure this would work.

    Hope that helps.

    Kind Regards,



    ------------------------------
    John Lazarus
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Display "Calling Party Number" in Queue when transferring calls to External Party

    Posted 11-11-2023 09:30
    No replies, thread closed.

    Hi,

    What is the call flow from Genesys to PSTN in your environment? 



    ------------------------------
    Suresh Subramanian
    HCL
    ------------------------------

    Original Message


  • 4.  RE: Display "Calling Party Number" in Queue when transferring calls to External Party

    Posted 11-11-2023 16:08
    No replies, thread closed.

    Hello,

    The issue is that you can't specify on the trunk that it should use just the queue CPN.
    It's bundled with "Queue / Campaign / User DID".

    This results in the following

    • If you do a blind transfer it will send the original callers caller ID on calls starting inbound.
    • If you make an outbound call and do a blind transfer, that it will send the number the agent called.
    • If you do a consult call / transfer, it will send the agents caller ID, if that is available, otherwise I'm guessing it will use Site or Trunk which is first available.

    I can't select that it will use the queues caller ID on transfers, you can only select it on outbound calls, but if you start a new outbound call there's no way to connect it with the first.

    How it functions today is what you would want in most cases, but I realize there are scenarios where you would want to show for example queue CLI.

    There might be a way to "conference" them together via APIs, but the APIs I found required several variables that I'm not able to test at the moment.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


  • 5.  RE: Display "Calling Party Number" in Queue when transferring calls to External Party

    Posted 11-13-2023 06:56
    No replies, thread closed.

    Thank you for your replys.

    As Jan noted, when I set Caller ID on an agent and do a consult transfer, the agent's caller ID was displayed on the external party side.

    Without the agent's caller ID, caller ID of the external trunk was displayed.

    Now I understand we cannot set caller ID of queues when tranfer.

    Thank you for all of your helps.



    ------------------------------
    哲朗 藤澤
    TSUZUKI DENKI CO LTD
    ------------------------------

    Original Message


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