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  • 1.  Mask outbound dial number

    Posted 4 days ago

    Hi Folks,

    We have the following setup.
    main number to on on-call tech support +1 xxx.xxx.xxxx  from Genesys if the agent dial this number it will be routed to the on-call tech engineer.

    we route the number to inbound flow which will make data table lookup to get the cell# of the tech engineer and then dial it from the call flow.

    the agent will be able to see the Cell# of the tech engineer which will breach the confidentiality of the team.

    our manager ask if there is away to hide the cell#  to be displayed to the agent instead replace it with the main call flow number above. is there away to do that?
    screen shot attached.
    thank you in advance for your help.


    #Outbound
    #Telephony

    ------------------------------
    Mahmoud Alshobaki
    Senior Consultant
    ------------------------------


  • 2.  RE: Mask outbound dial number

    Posted 3 days ago

    Good Day Mahmoud

    I had a look on the community and found the following article - 

    https://community.genesys.com/discussion/hiding-or-masking-customers-phone-numbers-caller-ids

    Found the following on resource centre, not sure if this would address the issue you want to resolve - https://help.mypurecloud.com/articles/transform-outbound-addresses-with-regular-expressions/

    This was also covered in a previous Q&A session

    https://community.genesys.com/communities/community-home/digestviewer/viewthread?GroupId=19&MessageKey=041fd823-acb8-480a-acda-169cd84766c9&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer&ReturnUrl=%2fcommunities%2fcommunity-home1%2fdigestviewer%3fcommunitykey%3dbab95e9c-6bbe-4a13-8ade-8ec0faf733d4%26tab%3ddigestviewer

    Hope this helps.

    Regards

    Stephan



    ------------------------------
    Stephan Taljaard
    NA
    ------------------------------

    Original Message


  • 3.  RE: Mask outbound dial number

    Posted 2 days ago

    Thank Stephan for your input, however the proposed solution more for salesforce agents.

    any other thought team ?



    ------------------------------
    Mahmoud Alshobaki
    Senior Consultant
    ------------------------------

    Original Message


  • 4.  RE: Mask outbound dial number

    Posted 2 days ago

    Hi Mahmoud

    I found this on the roadmap logged as an idea - https://genesyscloud.ideas.aha.io/ideas/EMPDEV-I-17 & https://genesyscloud.ideas.aha.io/ideas/TEL-I-224

    Perhaps you can also vote on this if the solution will address your current challenge.

    Regards

    Stephan



    ------------------------------
    Stephan Taljaard
    NA
    ------------------------------

    Original Message


  • 5.  RE: Mask outbound dial number

    Posted 2 days ago

    Hi Mahmoud

    I believe you can mask in nunbering plain.

    In the "expression", put the mask, 10000 for example (or any other number) and in the "normalize" enter the exact number that the system will dial.

    This should work.



    ------------------------------
    Kaio Oliveira
    Sr Systems Analyst
    ------------------------------

    Original Message


  • 6.  RE: Mask outbound dial number

    Posted 2 days ago

    Thank you Kaio, this work in case i want the agent to dial common number.
    it seems there is no solution form Genesys so far as per the idea   https://genesyscloud.ideas.aha.io/ideas/TEL-I-224
    Thank you every one for your help and contributing.
    much appreciated
    Mahmoud



    ------------------------------
    Mahmoud Alshobaki
    Senior Consultant
    ------------------------------

    Original Message


  • 7.  RE: Mask outbound dial number
    Best Answer

    Posted 18 hours ago

    Hi @Mahmoud Alshobaki

    There isn't a simple solution yet... But I see 3 options/paths, one of which will require a voice SBC/Gateway.

    • Option 1: Using Genesys Cloud (E.164):
      - Create a rule in the trunk (identify) to handle the specific number. Example: Dialed 1234567890, change to 55555555.
      This new number does not appear in the views or to the agent; it is only visible by downloading the interaction's pcap.
    • Option 2: Using Genesys Cloud (Numbering Plan):
      - Create a Numbering Plan with a virtual number that does not exist in Genesys Cloud, directing it to the outgoing route (trunk);
      - In the trunk, identify, create a rule to handle the specific number. Example: Dialed 1234567890, change to 55555555.
      This new number does not appear in the views or to the agent; it is only visible by downloading the interaction's pcap.
    • Option 3: SBC/Voice Gateway
      - Create a Numbering Plan with a virtual number that does not exist in Genesys Cloud, directing it to the outgoing route (trunk);
      - Capture this number in the SBC/Voice Gateway and perform the manipulation directly in the SBC/Gateway, so it will not be displayed in the user interface;

    Points of attention that need to be analyzed according to your demand are:
    For options 1 and 2:

    • You need to use regex;
    • There is a limit of up to three rules per trunk (identify);

    Supporting documentation:

    • https://help.mypurecloud.com/articles/transform-outbound-addresses-with-regular-expressions/
    • https://help.mypurecloud.com/articles/regular-expression-match-and-replace-examples-for-external-trunk-number-transformation/
    • https://regex101.com/

    I hope this helped...



    ------------------------------
    Danniel Cioti
    PS
    ------------------------------

    Original Message


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