Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  dynamic caller line identification

    Posted 09-21-2023 05:59

    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?

    Regards

    Garima.


    #Implementation
    #Unsure/Other

    ------------------------------
    Regards
    Garima.
    ------------------------------


  • 2.  RE: dynamic caller line identification

    Posted 09-24-2023 00:51

    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)



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: dynamic caller line identification

    Posted 09-25-2023 12:50

    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.



    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources