Genesys Cloud CX

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  • 1.  Outbound CLI

    Posted 07-29-2022 09:19
    Afternoon All

    We have a number of departments using the communicate license and there is a requirement to display a different outbound CLI by department

    We utilise a number of SIP channels that are shared across all users/areas etc and don't want to dedicate SIP channels to each department. Does anyone know of another way? For CX we simply use the Outbound Queue for different outbound CLIs.

    Thanks
    Chris

    #Telephony

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    Chris Marsden
    CloudComm 360 Ltd
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  • 2.  RE: Outbound CLI

    Posted 08-02-2022 10:55
    Not at this point in time.  We have no way to manipulate this on normal outbound calls aside from the User/Queue/Trunk ID.  This means you have to create different trunks for different groups of users and assign a unique number to that trunk.  I added this idea for you:  Add Location and/or Site to outbound | Genesys Cloud Ideas Portal (aha.io)

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Outbound CLI

    Posted 08-03-2022 02:25
    If you create a site for every department and add the department number as the outbound calling number. Then you add the site for the Prioritized Caller Selection in your external trunk settings above trunk. If I understand correctly your situation, this would achieve the needed?
    It is not optimal solution, but still doable.


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    Kimmo Peltonen
    Advania Finland Oy
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  • 4.  RE: Outbound CLI

    Posted 08-03-2022 02:29
    We have somewhat a similar story,

    As Chris mentioned we utilise sites and add a number to that site.

    We then amend the trunk Prioritized Caller Selection to be

    Site
    Trunk

    once that is done, we just move the users phones to the new site.


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    Richard Dib
    Employsure
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