HI everyone, 

We have users with same work phone number and is also primary.

When we make a call to specific user by searching username the call is sent to another user. Have anyone faced such issue ,we do not want to make internal, transfer to extention.

Please suppport.

A very basic question, why would you have same phone number for multiple agents ? It would also be good to know why you don't want to use "extension" numbers instead.

We do have extentions for users which is unique at work phone 2 field. 

Since  we want to display phone numbers to customer based on which user is calling ( Outbound ANI). We cannot do it at voice gateways and has to be sent via GC.

Hi Anush,

1)

If you have Genesys Cloud 1 (or higher) users you can just use the "Interactions" -> "Make Call" -> "On behalf of a queue" and the ANI configured at the queue will be displayed to the called party (check the "Prioritized Caller Selection" at the used trunk having the "Call Source (Queue / Campaign / User DID)" on top!

2)

If you have Communicate users you can confige the ANI at the "Sites" and check that at the "Prioritized Caller Selection" at the used trunk you have the "Site" on top.

We have a mix of both. So we have setup "Prioritized Caller Selection" with

Prio 1) "Call Source (Queue / Campaign / User DID)" and 

Prio 2) "Site"

All users don't have a "User DID".

This way you will archive:
Users with Genesys Cloud 1 can present the ANI configured at any queue.
Users with Communicate will present the ANI configured at the Site.

You can create a lot of sites and assign the user's phone to the site that's ANI should be used.

I hope this is usefull :-D

BR, Robert

#CallRouting #Site #ANI #CommunicateUsers #OutboundCalling