Genesys Cloud - Main

Are you able to assign your users specific queues and use the Calling Party Number field to display the number? 

There is also this idea https://genesyscloud.ideas.aha.io/ideas/TEL-I-345 that is due this year. Specifically this feature:

"Agent selectable outbound caller ID selection for accurate calling identification. Caller ID selection managed by telephony admin"

In the Telephony DID Numbers we put a flow and than the call go after checking the opening ours direct to our user. 

But now we can't assign the number for the user for outgoing calls. The idea was than to but here an extension an display the right number. Or exist a different way to do this? 

Are you able to assign your users specific queues and use the Calling Party Number field to display the number? 

There is also this idea https://genesyscloud.ideas.aha.io/ideas/TEL-I-345 that is due this year. Specifically this feature:

"Agent selectable outbound caller ID selection for accurate calling identification. Caller ID selection managed by telephony admin"

You can create a queue and in the voice tab, enter the number you want to display for outbound calls. Your users would then create an outbound call from this queue. Depending on the number of users you have and if they each have a dedicated DID number then this might not be the most suitable option...

In the Telephony DID Numbers we put a flow and than the call go after checking the opening ours direct to our user. 

But now we can't assign the number for the user for outgoing calls. The idea was than to but here an extension an display the right number. Or exist a different way to do this? 

Are you able to assign your users specific queues and use the Calling Party Number field to display the number? 

There is also this idea https://genesyscloud.ideas.aha.io/ideas/TEL-I-345 that is due this year. Specifically this feature:

"Agent selectable outbound caller ID selection for accurate calling identification. Caller ID selection managed by telephony admin"

We have around 5000 users. That makes no sense. But thank you very much . 

You can create a queue and in the voice tab, enter the number you want to display for outbound calls. Your users would then create an outbound call from this queue. Depending on the number of users you have and if they each have a dedicated DID number then this might not be the most suitable option...

In the Telephony DID Numbers we put a flow and than the call go after checking the opening ours direct to our user. 

But now we can't assign the number for the user for outgoing calls. The idea was than to but here an extension an display the right number. Or exist a different way to do this? 

Are you able to assign your users specific queues and use the Calling Party Number field to display the number? 

There is also this idea https://genesyscloud.ideas.aha.io/ideas/TEL-I-345 that is due this year. Specifically this feature:

"Agent selectable outbound caller ID selection for accurate calling identification. Caller ID selection managed by telephony admin"

In the Telephony DID Numbers we put a flow and than the call go after checking the opening ours direct to our user. 

But now we can't assign the number for the user for outgoing calls. The idea was than to but here an extension an display the right number. Or exist a different way to do this? 

Are you able to assign your users specific queues and use the Calling Party Number field to display the number? 

There is also this idea https://genesyscloud.ideas.aha.io/ideas/TEL-I-345 that is due this year. Specifically this feature:

"Agent selectable outbound caller ID selection for accurate calling identification. Caller ID selection managed by telephony admin"

In the Telephony DID Numbers we put a flow and than the call go after checking the opening ours direct to our user. 

But now we can't assign the number for the user for outgoing calls. The idea was than to but here an extension an display the right number. Or exist a different way to do this? 

Are you able to assign your users specific queues and use the Calling Party Number field to display the number? 

There is also this idea https://genesyscloud.ideas.aha.io/ideas/TEL-I-345 that is due this year. Specifically this feature:

"Agent selectable outbound caller ID selection for accurate calling identification. Caller ID selection managed by telephony admin"

We have a similar situation. All the "agent" inbound numbers route to a flow for processing.

The solution we have is not optimal, but it works. All the agent DIDs are held in a separate carrier and route from that carrier to a Genesys Cloud Voice number specific for each agent. We then use a lookup in the flow to route the appropriate GCV number to the correct agent profile.

This means we can add the numbers held by the other carrier into Genesys Cloud, they are effectively "dummy" numbers", and can be assigned to the agent's profile so when they call outbound it displays.

So each agent has a Genesys Cloud Voice number that nobody knows (except the administrators), and their "true" number that clients use.

It's not great, especially for 5000 agents, as you need to maintain the cost of 2x the numbers, manage the Data Table when people join / leave, etc, but it does work.

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James Dunn
Telecoms Specialist
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Hi, we solved the issue by transforming the outbound number with an expression on the trunk settings.

We assigned numbers on agents with an incorrect prefix. +3581(123123) in my example and the trunk converts the prefix to be correct +3589 when the call is placed | -> +3581(123123) becomes -> +3589(123123)  . This way you can assign numbers to agents, but actually point the real inbound numbers to a flow.

------------------------------
Simon Ra
Operations and Continued Improvement Manager
------------------------------


Original Message:
Sent: 01-28-2025 03:59
From: James Dunn
Subject: Display number for a outgoing call

We have a similar situation. All the "agent" inbound numbers route to a flow for processing.

The solution we have is not optimal, but it works. All the agent DIDs are held in a separate carrier and route from that carrier to a Genesys Cloud Voice number specific for each agent. We then use a lookup in the flow to route the appropriate GCV number to the correct agent profile.

This means we can add the numbers held by the other carrier into Genesys Cloud, they are effectively "dummy" numbers", and can be assigned to the agent's profile so when they call outbound it displays.

So each agent has a Genesys Cloud Voice number that nobody knows (except the administrators), and their "true" number that clients use.

It's not great, especially for 5000 agents, as you need to maintain the cost of 2x the numbers, manage the Data Table when people join / leave, etc, but it does work.

------------------------------
James Dunn
Telecoms Specialist

Clever idea. Although I guess it requires all of the agent's DIDs to be within the same range?

------------------------------
James Dunn
Telecoms Specialist
------------------------------


Original Message:
Sent: 01-28-2025 05:20
From: Simon Ra
Subject: Display number for a outgoing call

Hi, we solved the issue by transforming the outbound number with an expression on the trunk settings.

We assigned numbers on agents with an incorrect prefix. +3581(123123) in my example and the trunk converts the prefix to be correct +3589 when the call is placed | -> +3581(123123) becomes -> +3589(123123)  . This way you can assign numbers to agents, but actually point the real inbound numbers to a flow.

------------------------------
Simon Ra
Operations and Continued Improvement Manager


Original Message:
Sent: 01-28-2025 03:59
From: James Dunn
Subject: Display number for a outgoing call

We have a similar situation. All the "agent" inbound numbers route to a flow for processing.

The solution we have is not optimal, but it works. All the agent DIDs are held in a separate carrier and route from that carrier to a Genesys Cloud Voice number specific for each agent. We then use a lookup in the flow to route the appropriate GCV number to the correct agent profile.

This means we can add the numbers held by the other carrier into Genesys Cloud, they are effectively "dummy" numbers", and can be assigned to the agent's profile so when they call outbound it displays.

So each agent has a Genesys Cloud Voice number that nobody knows (except the administrators), and their "true" number that clients use.

It's not great, especially for 5000 agents, as you need to maintain the cost of 2x the numbers, manage the Data Table when people join / leave, etc, but it does work.

------------------------------
James Dunn
Telecoms Specialist