Genesys Cloud - Main

In our set up of PureCloud, each person is assigned an extension. Some of those same people also have a DID.

For most in the company, we want to display the main company number as the Caller ID, even those with a DID. (Which has been set in the PureCloud Voice external trunk.) However, we have a couple of people where we want to display the DID assigned to their account and not the main number. Which this being the case, I can't set the Address Override Method to "Always".

On the profile of one of the people with both a DID and extension, I have <g class="gr_ gr_1315 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling multiReplace" id="1315" data-gr-id="1315">their</g> DID set as Work Phone and their extension set as Work Phone 2. When I make an outbound call with this person, the DID is shown. This particular account, I want the main number to display instead.

I have tried two different scenarios on the profile but both results in having the DID display as the Caller ID and not the main number:

Scenario A
Work Phone: DID
Work Phone 2: Extension (Primary Voice)

Scenario B
Work Phone: Extension (Primary Voice)
Work Phone 2: DID

I can't add the main number as their work phone as I receive a Duplicate Value error.

Is what I'm trying to accomplish even possible or is this an all or nothing ordeal?

My organization is also looking for similar functionality, but as far as I can tell it is an all-or-nothing toggle.  It would be great to get a definitive answer from PureCloud.

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Zach Munsey
Hopelink
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Original Message:
Sent: 09-30-2018 09:24
From: Travis Tubbs
Subject: Outbound Caller Identification per Person with PureCloud Voice

In our set up of PureCloud, each person is assigned an extension. Some of those same people also have a DID.

For most in the company, we want to display the main company number as the Caller ID, even those with a DID. (Which has been set in the PureCloud Voice external trunk.) However, we have a couple of people where we want to display the DID assigned to their account and not the main number. Which this being the case, I can't set the Address Override Method to "Always".

On the profile of one of the people with both a DID and extension, I have <g class="gr_ gr_1315 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling multiReplace" id="1315" data-gr-id="1315">their</g> DID set as Work Phone and their extension set as Work Phone 2. When I make an outbound call with this person, the DID is shown. This particular account, I want the main number to display instead.

I have tried two different scenarios on the profile but both results in having the DID display as the Caller ID and not the main number:

Scenario A
Work Phone: DID
Work Phone 2: Extension (Primary Voice)

Scenario B
Work Phone: Extension (Primary Voice)
Work Phone 2: DID

I can't add the main number as their work phone as I receive a Duplicate Value error.

Is what I'm trying to accomplish even possible or is this an all or nothing ordeal?