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Outgoing call number

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  • 1.  Outgoing call number

    Posted 12-15-2019 12:34
    No replies, thread closed.
    Hello,

    Context :  
    2 divisions under the same PureCloud organization.

    Division 1 : a hidden number is displayed for outgoing calls
    Division 2: we would like to display a number so that customers can call us back

    Question :
    Would it be possible to display a number for outgoing calls only for agents belonging to Division 2 ?

    Best regards,

    #Implementation
    #Outbound
    #Telephony

    ------------------------------
    Charaf Eddine Chemlal
    NTT France
    ------------------------------


  • 2.  RE: Outgoing call number

    Posted 12-20-2019 05:48
    No replies, thread closed.
    Hi @George Ganahl
    ​​​Could you please help with this ?

    Best regards,

    ------------------------------
    Charaf Eddine Chemlal
    NTT France
    ------------------------------

    Original Message


  • 3.  RE: Outgoing call number

    Posted 12-20-2019 13:01
    No replies, thread closed.
    Here are the only ways I can think of:

    1. Different locations with different trunks and different OLI
    2. Same location with different queues with different OLI
    3. API that allows changing of caller ID before initiating the call and placing it as an Add-in

    We do this with our Interaction Sync product for Dynamics that allows the agent to choose or have Dynamics choose the OLI.

    Robert

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 4.  RE: Outgoing call number

    Posted 12-20-2019 13:17
    No replies, thread closed.
    Robert, you seem to be describing PureConnect functionality when you talk about using locations...

    Do you mean Sites, with regard to PureCloud? That's about all I can think of at the moment...though it is the Phones that are assigned to Sites, not Users, so the agents would have to log into the correct phones.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Outgoing call number

    Posted 12-20-2019 13:41
    No replies, thread closed.
    I thought that it would be possible using the Trunk settings !

    ------------------------------
    Charaf Eddine Chemlal
    NTT France
    ------------------------------

    Original Message


  • 6.  RE: Outgoing call number

    Posted 12-20-2019 13:49
    No replies, thread closed.
    Yes it is possible, but you would have to have 2 trunks setup in two sites and assign those people to locations to use those two different sites.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 7.  RE: Outgoing call number

    Posted 12-20-2019 13:50
    No replies, thread closed.
    You assign users to locations and locations use sites.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 8.  RE: Outgoing call number

    Posted 12-20-2019 14:26
    No replies, thread closed.
    I tried that, and at first it did not work. I had to log the user into a phone assigned to the site before the site's Number Plan and Outbound Routes took effect, but after that it seemed to work well.

    Only one Location can be assigned to a Site, if I remember correctly (and per the Admin UI), and the Location has to be set up for site use with a valid address and all that, but once the setup is done it should be viable.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 9.  RE: Outgoing call number

    Posted 12-20-2019 15:41
    No replies, thread closed.
    So @George Ganahl, in my case I need to add a new location, new site and new Trunk.

    For all the agents belonging to the division where we would like to display an outgoing number, I have to assign their phone to this new Site.

    The new Trunk will be the same as the existing one (duplicated), except I need to change settings to display the outgoing number needed.
    Would it be done under these options below ?



    Thank you for your answer,

    CHARAF
    ​

    ------------------------------
    Charaf Eddine Chemlal
    NTT France
    ------------------------------

    Original Message


  • 10.  RE: Outgoing call number

    Posted 12-20-2019 16:41
    No replies, thread closed.
    Unassigned DID will look at the Queue for DID, then User for a DID and then location and if not there, then put in what you have assigned in the trunk.  If you want no caller ID, then you need to set to Always and put in some fake information for the number.  Your carrier might reject the number you sent, so test it before deploying.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 11.  RE: Outgoing call number

    Posted 12-24-2019 12:31
    No replies, thread closed.
    It does not look to location for caller ID.  There's an ANI field in the location, but it's only used for emergency services.  To get different caller ID for business users who don't have DIDs you can setup multiple SIP trunks, each with the appropriate outbound address then create the corresponding sites and assign the phones to the correct site.  You can assign multiple site to a single location, so for example you could have an "Accounting" site and a "Sales" site both assigned to the HQ location.

    ------------------------------
    Mike Steinke
    Packet Fusion, Inc.
    ------------------------------

    Original Message


  • 12.  RE: Outgoing call number

    Posted 12-20-2019 14:58
    No replies, thread closed.
    How about this:

    Duplicate your trunk and label one "NoOLI"
    Create a new dial plan entry in your site to look for a steering code like 77NxxNxxXXXX and have it send only +1NxxNxxXXXX to the trunk with no OLI
    Have agents call 77NxxNxxXXXX when they want to block the outbound OLI

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 13.  RE: Outgoing call number

    Posted 12-25-2019 00:27
    No replies, thread closed.
    Hi Charaf,

    I am not sure if you have DDI´s assigned to every agent.

    If that´s the case and you don´t have and SBC in between your Edge and PSTN, you can contact the telecom provider and ask about this service. If you provide all the numbers you could have CLID withheld by your provider and keep the same trunk settings.

    This is the best way to avoid issues like rejected calls and call transfer failures.

    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------

    Original Message


  • 14.  RE: Outgoing call number

    Posted 01-03-2020 10:03
    No replies, thread closed.
    Hello @Paulo Mesquita do not use

    In my case, I have DDIs assigned to all agents and we have SBC between Edges and PSTN.
    SO, the configuration must be done from the SBC side ?

    Thanks,

    CHARAF​

    ------------------------------
    Charaf Eddine Chemlal
    NTT France
    ------------------------------

    Original Message


  • 15.  RE: Outgoing call number

    Posted 01-07-2020 15:35
    No replies, thread closed.

    Hi Charaf,

    This is an option that will allow you to use more specific rules and have more flexibility.

    Currently, the regular expressions on PureCloud can be applied to outbound calls only, and there is a limitation of three rules per trunk.



    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------

    Original Message


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