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  • 1.  Inbound Caller ID changes to city/state in Callback.

    Posted 01-20-2025 09:04
    No replies, thread closed.

    When I get an inbound call to a queue, the queue activity report shows the name of the caller (if they are an external contact) and their phone number. If they opt to leave a message, the name and number is replaced with a city and state. Any ideas they this would happen or how to keep the name and number? 


    #Routing(ACD/IVR)

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    Kenneth Ely
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  • 2.  RE: Inbound Caller ID changes to city/state in Callback.
    Best Answer

    Posted 01-20-2025 10:36
    No replies, thread closed.

    Hi Kenneth,

    I believe it should show as the External Contacts name as long as the number to be dialed is linked to the external contact.  If you believe this is the case, you should raise a case to Customer Support and include network and console logs when loading the Queue Activity Details view with a contact that is showing incorrectly.  They should then be able to confirm why its not showing correctly. 



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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