Genesys Cloud - Main

Hello - 

We service about 200+ different clients, each with their own DNIS. When we make outbound calls, it just shows a number and not the name of the client. Does anyone know of a way that the client name can be displayed so that we have more people actually pick up the phones?

#ArchitectureandDesign
#Outbound
#PlatformAdministration
#System Administration
#Telephony
#Unsure/Other

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Amber Krueger
Ultimus Fund Solutions, LLC
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The best would be to create external contacts for these 200 customers with the ability to look them up by the DNIS (place that as a search field on the contact) and then use the Find Contact tool to look up the external contact and attach that to the conversation.  That will pop that name in the agent roster.  Here is how you get the contact:  Get External Contact action - Genesys Cloud Resource Center (mypurecloud.com).  Here are good examples of external contact usage: External contact management scenarios - Genesys Cloud Resource Center (mypurecloud.com).  Here is another good resource: Work with an external contact during an interaction - Genesys Cloud Resource Center (mypurecloud.com)

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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If you have a CRM there is an API you can use to create a click to dial scenario.  We have built this to use on ours, so based on the person you are calling from the CRM it will inject the ANI you want to display and Name if you are US based

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Andy Jackson
Ten Lifestyle Management Limited
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Hi Amber,

We had the same issue/concern and it turns out that our downstream telephony provider does not support the "name" display, due to some regulations etc. So it may not be just a case of setup at your end, it may also be if this function is supported by the downstream telephony providers.

Regards

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Vineet Kakroo
FIL Fund Services (Bermuda) Limited
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what you want is to display your client's Name instead of just number in the screen of a mobile user right? this kind of capability should be supported by your telco company some call it Bandname or Caller Tag.. also there are some company out there who is using the smart phone capability to have this kind of solution.. like Hiya (https://www.hiya.com/) and even Viber is having this kind of solution right now. but this will be a different subscription.

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Ernest John Nuque
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