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Hi Community ,
Does Genesys allow dynamic caller line identification .
Eg . an agent made a manual outbound call on behalf of a queue to 3 customers in 3 countries . Will it be possible to define 3 different unique CLIs for all 3 countries?
There is no intervention into manually dialed outbound calls in GCx at this time like we had with the customization point on PureConnect. Here are a few ideas along those lines: Genesys Cloud Ideas Portal (aha.io)
If you are using your own carrier, you could use an SBC to manipulate the CLI based on destination, however with just Genesys Cloud alone, I don't think it can be done.
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