Genesys Cloud - Main

Aloha,

After testing, it seems to me that when an agent makes a direct OB call or consultation transfer, it uses agent work phone as caller id.  Thus we tried setting work phone to the user division main number.  However that caused another issue.  When another division called/transferred that division main number, it routed to the user. It seems to me that if Purecloud sees a number in user profile, an OB call will route to that user instead calling out.  Any advisese?

Thanks,
#Outbound

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Edward Wu
BANK OF HAWAII
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Hi Edward,

You definitely don't want to set any numbers, other than a users direct number, as their work phone.

There are 3 areas I'm aware of, where you can set the outbound ANI:

1. User Work Phone
   If a user has a work number configured, and makes an outbound call, that number will be displayed if the Trunk's Address Override Method is set to Unassigned DID.
2. Queue
   If a queue has a phone number configured under Calling Party Number, and a call is made on behalf of a queue, that number will be displayed if the Trunk's Address Override Method is set to Unassigned DID.
3. Trunk
   If a Trunk's Address Override Method is set to Always, and a call goes out on this trunk, the number configured as the Trunk's Calling Address will always be used.

If you want your business users to display their work phone but not agents, you can configure "Work Phone" for business users and "Work Phone 1" for agents. Agents will still be able to receive calls but will send the Trunk Calling Address as their outbound ANI.

If you want to send a different number for different queues, you'll need to train your agents to make outbound calls on behalf of the queue. Their work phone won't matter at this point, as it will use the number configured in the Queue Voice tab.

We have gone further than that with orgs with on prem edges, by creating duplicate trunks with different Calling Addresses assigned to different sites/locations and then configured users for the sites and locations, so their outbound ANI came from the Calling Address of the trunk associated with their location.

Thanks,

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Daniel McLeod
Qsect LLC
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