Genesys Cloud - Main

Dear <g class="gr_ gr_5 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del multiReplace" id="5" data-gr-id="5">Purecloud</g> Engineers, 


is it doable to hide the caller ID ( ANI Number ) for the agent who handles the call during the inbound call, in other words, I need to prevent the agent to see the customer phone number during the call ??

Please Advise

Regards


#Architect and Design
#Digital Channels
#Handlers
#Implementation
#API/Integrations
#Omni-ChannelDesktop/UserInterface
#Outbound
#PlatformAdministration
#QualityManagement
#Reporting/Analytics
#Roadmap/New Features
#Routing (ACD/IVR)
#Security
#Self-Service
#SIP/VoIP
#SystemAdministration
#Telephony
#Unsure/Other

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Mahmoud Kamal
IST Integration Services And Technologies Co.
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If you are not interested in the ANI for reporting purposes, you can edit the inbound numbers in the Trunk settings.  If you go with this route,  I would suggest substitution of various numbers to make the number useless to the agent, but able to be decoded if necessary.   Here is an article for this.

Transform outbound addresses with regular expressions - PureCloud Resource Center

PureCloud Resource Center		remove preview
Transform outbound addresses with regular expressions - PureCloud Resource Center External trunk configuration You can use regular expressions to transform the number [More] View this on PureCloud Resource Center >

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Robert Wakefield-Carl
Avtex
Contact Center Innovation Architect
robertwc@avtex.com
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