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  • 1.  Masking Outbound Caller ID

    Posted 09-08-2023 13:15
    No replies, thread closed.

    Hi All,

    I am wondering what is the latest update on the ability to mask outbound caller ID in Genesys Cloud.  In my understanding, The option for an agent is calling on behalf of queue but no option for Communicate/Business User.

    We need an ability to mask the outbound caller ID per individual profile and wondering what is the latest update in Genesys Cloud.

    I looked at the Genesys Cloud Ideas Portal and there are several submitted ideas that have been merged and accepted but no update since last year.

    Thanks

    -Sanjaya


    #Telephony

    ------------------------------
    Sanjaya Purnomo
    Sutter Health
    ------------------------------


  • 2.  RE: Masking Outbound Caller ID

    Posted 09-13-2023 16:26
    No replies, thread closed.

    Not sure if there is good documentation in the resource center, but here is a good post:  Genesys Cloud CX - Genesys



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



  • 3.  RE: Masking Outbound Caller ID

    Posted 09-14-2023 16:20
    No replies, thread closed.

    Thanks Rob, This is a good  information.

    I am wondering if we can have dynamic outbound caller ID like in PureConnect where we can enter any phone number to display when calling out.

    or at least a capability to display the Trunk Caller ID, possible by pressing a similar leading code ex: *68.

    I believe the outbound caller ID options are 

    Displaying "work phone" number from the user account
    Force to use Trunk Caller ID as first priority and will be used for any user with no "work phone" number
    Calling on behalf of queue



    ------------------------------
    Sanjaya Purnomo
    Sutter Health
    ------------------------------

    Original Message


  • 4.  RE: Masking Outbound Caller ID

    Posted 09-15-2023 04:00
    No replies, thread closed.

    Hi, if you set the caller ID under external trunks, it will show that number for anyone who does not have a DDI / DID. Point that to  a recorded message etc. 



    ------------------------------
    Andrew Lewis
    Health Management Ltd
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  • 5.  RE: Masking Outbound Caller ID

    Posted 09-15-2023 12:47
    No replies, thread closed.

    Hi Andrew, got your reply. 

    I am wondering the option for masking the caller ID for user with assigned DIDs.  Sometime our business user do not want to display their DID when calling out.

    I added in idea portal to request a feature to be able to dial with leading digit ex: *xx-phone number that can be used for any user with assigned DID and display Trunk Caller ID instead.  This is a similar step when making anonymous outbound call.

    Thanks,

    -Sanjaya



    ------------------------------
    Sanjaya Purnomo
    Sutter Health
    ------------------------------

    Original Message


  • 6.  RE: Masking Outbound Caller ID

    Posted 09-15-2023 13:43
    No replies, thread closed.

    Hi, please post a link to the feature request and I'll vote for it.



    ------------------------------
    Andrew Lewis
    Health Management Ltd
    ------------------------------

    Original Message


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