Genesys Cloud - Main

Dear Team,

I have purchased a DID number (+1 647 873 5601) in Genesys Cloud for making outbound calls and receiving inbound calls through the configured flow.

We have a few queries regarding the DID configuration and outbound calling. Could you please help clarify the following?

1. When agents make outbound calls, which number will be displayed to the customer as the caller ID? If the purchased DID (+1 647 873 5601) is displayed, can we configure a different number, such as the customer's toll-free number, to be presented instead?

2. After purchasing the DID number, are there any additional configurations required to enable agents to make outbound calls successfully?

We would appreciate your guidance on the above points.

Regards,
Shaiban

#Telephony

------------------------------
Muhammed Shaibant
x
------------------------------

Hello Shaiban,

The number that appears on the caller ID will depend on your trunk settings (Menu > Digital and Telephony > Telephony > Trunks). From there you have a number of customization options, such as using that caller ID information associated with the queue that an agent is making an outbound call from, the information that is associated with the trunk, as well as a few other sources. You can even configure the priority of each of these so that the first caller ID information found will be used. You can read more about this in this Resource Center article.

Once you have purchased the DID number, You can assign it to a person, call flow, or phone.