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  • 1.  Originating Caller ID needs to be passed through from Genesys cloud during external Transfer

    Posted 05-09-2023 23:40
    No replies, thread closed.

    Hi There,

    We do have an inbound call flow which transfers to an external number. The problem is the CLI displayed on the other end is the Genesys cloud trunk caller ID.

    The customer prefers to have the originating Caller ID needs to be passed from Genesys during external transfers.

    We use BYOC cloud and Audio codes SBC.

    I would like to know how others implemented the above requirement. Any Thoughts?


    Thanks


    #Telephony

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    Prem
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  • 2.  RE: Originating Caller ID needs to be passed through from Genesys cloud during external Transfer

    Posted 05-10-2023 06:50
    No replies, thread closed.

    Hi Prem,

    On the SIP trunk you can set Diversion Method under Protocol.

    If you look at the PCAP for the call Genesys will forward the original ANI if this is configured properly, but it also depends on what method your SIP provider supports.



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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  • 3.  RE: Originating Caller ID needs to be passed through from Genesys cloud during external Transfer

    Posted 05-10-2023 22:21
    No replies, thread closed.

    @Jan Heinonen  Thank you, for the update. Tested by setting the Diversion method, and I can see the diversion header added in the Invite messages, but the value is the DNIS, not the original ANI. Anything I am missing here on the SIP trunk configuration?



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    Prem
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    Original Message


  • 4.  RE: Originating Caller ID needs to be passed through from Genesys cloud during external Transfer

    Posted 05-11-2023 03:02
    No replies, thread closed.

    The Diversion header should be the DNIS, the original ANI should be in the From and Contact header.



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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    Original Message


  • 5.  RE: Originating Caller ID needs to be passed through from Genesys cloud during external Transfer

    Posted 05-11-2023 03:56
    No replies, thread closed.

    I verified the Invite message from GC, the original ANI is not in the from or contact header. Both headers display the GC trunk CLI.



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    Prem
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    Original Message


  • 6.  RE: Originating Caller ID needs to be passed through from Genesys cloud during external Transfer

    Posted 05-11-2023 04:05
    No replies, thread closed.

    What do you have as Prioritized Caller Selection on the trunk?

    I believe this needs to be set to Call Source.



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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    Original Message


  • 7.  RE: Originating Caller ID needs to be passed through from Genesys cloud during external Transfer

    Posted 05-13-2023 23:10
    No replies, thread closed.

    @Jan Heinonen   After changing the Prioritized Caller Selection in the trunk to Call source and now I can see From and Contact header displays the originating  ANI. To get it working,  also I have to modify SBC ARM rules to allow based on the hostname. Thank you for your assistance.



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    Prem
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    Original Message


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