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  • 1.  Displaying Caller ID Name instead of Location

    Posted 09-21-2018 12:43
    No replies, thread closed.
    We're setting up PureCloud with PureCloud Voice for the first time and noticed something that's a little annoying.

    When a new call comes in, both the web/desktop app and desk phones (Polycom VVX 400) are displaying the location in which a caller is calling from and not their name.

    I tried adding the incoming number as an External Contact which resolved the issue on the web/desktop app but the desk phones still display the location. (Which is a problem when creating flows where it also is using the location instead of the caller's name when using Call.RemoteName).

    Our old phone system would display caller's name on the phone without any issue (and without the need to add them as a contact to the system).

    Is there a setting I'm missing in either PureCloud overall or in the PureCloud Voice site or trunk configuration? Thanks!


  • 2.  RE: Displaying Caller ID Name instead of Location

    Posted 09-21-2018 14:23
    Edited by Dan Fontaine 09-21-2018 14:24
    No replies, thread closed.
    ​

    We had the same situation so I opened a ticket with Genesys Support. They have confirmed the following:

    +++++++++++++
    PureCloud Voice does not display the calling party's name. The Edge does location look-ups based on the phone number, and displays that instead. It is not able to display the name because PCVoice does not pass that information to the Edge.
    +++++++++++++

    Unfortunately, this appears to be limitation of PureCloud Voice although other carriers seem to be able to provide the calling party information.



    ------------------------------
    Dan Fontaine
    Altivon
    ------------------------------



  • 3.  RE: Displaying Caller ID Name instead of Location

    Posted 09-22-2018 17:50
    No replies, thread closed.
    Thanks for that information, Dan!

    That's really unfortunate because if the contact calling in doesn't have a record yet, knowing the name would at least give us a general idea of who is calling (or what company they're calling from).

    I hope the gang over at Genesys look into adding this as an option in the future. (And it would have been great to know this ahead of time before we signed up.)
    Original Message


  • 4.  RE: Displaying Caller ID Name instead of Location

    Posted 09-24-2018 09:30
    No replies, thread closed.

    Just a quick note to say that you can submit product ideas for PureCloud through the Product Ideas Lab. There, ideas will be evaluated by the Genesys Product Management & Engineering teams. There's no guarantee that an idea will be accepted, but at least you'll know someone saw and responded to it. It also allows other users to vote for your idea- sounds like there would be two votes for this idea already! 

    To access the Product Ideas Lab and add your idea:

    1. Sign in to the Genesys Knowledge Network.
    2. Click It looks like you own PureCloud.
    3. Under Product Ideas Lab, click Browse and Submit Ideas.
    4. From the Product Ideas Lab, click Add a Product Idea. You can also view and vote for existing ideas.


    ------------------------------
    Jordan Robinson-Rucker
    PureCloud Technical Writer
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Displaying Caller ID Name instead of Location

    Posted 09-30-2018 09:27
    No replies, thread closed.
    For anyone else that would like to see this, I've submitted this request to the PureCloud Ideas Lab.

    Thanks for the suggestion, Jordan!
    Original Message


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