I would like to see if my phone number can be changed from XXX-XXX-5961 to XXX-XXX-1397 (Phone Numbers are masked just an example) to reflect that my calls are coming from the direct number that members should be calling. Members see XXX-XXX-5961 when I call and even though I give them the direct number out of my location to call back, they use that number to call. This poses a problem if I am not available, no one else can pick up these calls as they do on the group queue and members left messages last week when I was out of the office and calls did not get returned.

I asked my trainer during the class, and he showed me somewhere you could go and set this to be global and I forgot where it was. It was under the Trunks section directly on the call routing section I am not sure where there is a global setting that you change it that you can make the outgoing calls to be going from  XXX-XXX-1397. Anyone who knows where this setting is please. I tried to send my trainer an email but he has not gotten back to me.

Hello John and welcome to the community!

I want to make sure I am understanding you correctly. You want to change your number that appears on the end users phone so that way when they call back its to your direct line?

If this is the case then, this specific setting is under Admin -> Trunk (Caller ID section). 

Please let me know if you need more information. 

Cheers, 

I would like to see if my phone number can be changed from XXX-XXX-5961 to XXX-XXX-1397 (Phone Numbers are masked just an example) to reflect that my calls are coming from the direct number that members should be calling. Members see XXX-XXX-5961 when I call and even though I give them the direct number out of my location to call back, they use that number to call. This poses a problem if I am not available, no one else can pick up these calls as they do on the group queue and members left messages last week when I was out of the office and calls did not get returned.

I asked my trainer during the class, and he showed me somewhere you could go and set this to be global and I forgot where it was. It was under the Trunks section directly on the call routing section I am not sure where there is a global setting that you change it that you can make the outgoing calls to be going from  XXX-XXX-1397. Anyone who knows where this setting is please. I tried to send my trainer an email but he has not gotten back to me.

No, when the agent calls back like a call back to a customer. the customers are seeing the agents direct number instead of seeing the general phone number that they would usually get a call from, or they call into the institution. 

Hello John and welcome to the community!

I want to make sure I am understanding you correctly. You want to change your number that appears on the end users phone so that way when they call back its to your direct line?

If this is the case then, this specific setting is under Admin -> Trunk (Caller ID section). 

Please let me know if you need more information. 

Cheers, 

I would like to see if my phone number can be changed from XXX-XXX-5961 to XXX-XXX-1397 (Phone Numbers are masked just an example) to reflect that my calls are coming from the direct number that members should be calling. Members see XXX-XXX-5961 when I call and even though I give them the direct number out of my location to call back, they use that number to call. This poses a problem if I am not available, no one else can pick up these calls as they do on the group queue and members left messages last week when I was out of the office and calls did not get returned.

I asked my trainer during the class, and he showed me somewhere you could go and set this to be global and I forgot where it was. It was under the Trunks section directly on the call routing section I am not sure where there is a global setting that you change it that you can make the outgoing calls to be going from  XXX-XXX-1397. Anyone who knows where this setting is please. I tried to send my trainer an email but he has not gotten back to me.

Hello John, 

I believe this is still the same setting, Admin -> Trunk (Caller ID section) and it would be the number that you want. 

Cheers, 

No, when the agent calls back like a call back to a customer. the customers are seeing the agents direct number instead of seeing the general phone number that they would usually get a call from, or they call into the institution. 

Hello John and welcome to the community!

I want to make sure I am understanding you correctly. You want to change your number that appears on the end users phone so that way when they call back its to your direct line?

If this is the case then, this specific setting is under Admin -> Trunk (Caller ID section). 

Please let me know if you need more information. 

Cheers, 

I would like to see if my phone number can be changed from XXX-XXX-5961 to XXX-XXX-1397 (Phone Numbers are masked just an example) to reflect that my calls are coming from the direct number that members should be calling. Members see XXX-XXX-5961 when I call and even though I give them the direct number out of my location to call back, they use that number to call. This poses a problem if I am not available, no one else can pick up these calls as they do on the group queue and members left messages last week when I was out of the office and calls did not get returned.

I asked my trainer during the class, and he showed me somewhere you could go and set this to be global and I forgot where it was. It was under the Trunks section directly on the call routing section I am not sure where there is a global setting that you change it that you can make the outgoing calls to be going from  XXX-XXX-1397. Anyone who knows where this setting is please. I tried to send my trainer an email but he has not gotten back to me.

Hello John, 

I believe this is still the same setting, Admin -> Trunk (Caller ID section) and it would be the number that you want. 

Cheers, 

No, when the agent calls back like a call back to a customer. the customers are seeing the agents direct number instead of seeing the general phone number that they would usually get a call from, or they call into the institution. 

Hello John and welcome to the community!

I want to make sure I am understanding you correctly. You want to change your number that appears on the end users phone so that way when they call back its to your direct line?

If this is the case then, this specific setting is under Admin -> Trunk (Caller ID section). 

Please let me know if you need more information. 

Cheers, 

I would like to see if my phone number can be changed from XXX-XXX-5961 to XXX-XXX-1397 (Phone Numbers are masked just an example) to reflect that my calls are coming from the direct number that members should be calling. Members see XXX-XXX-5961 when I call and even though I give them the direct number out of my location to call back, they use that number to call. This poses a problem if I am not available, no one else can pick up these calls as they do on the group queue and members left messages last week when I was out of the office and calls did not get returned.

I asked my trainer during the class, and he showed me somewhere you could go and set this to be global and I forgot where it was. It was under the Trunks section directly on the call routing section I am not sure where there is a global setting that you change it that you can make the outgoing calls to be going from  XXX-XXX-1397. Anyone who knows where this setting is please. I tried to send my trainer an email but he has not gotten back to me.

John

You can change the caller ID number at the trunk level, this change is made for all outgoing calls for everyone in your organization.  If that's the way it needs to be, then that's fine.  Do calls go to queues when your members call into the main number?  You can also change your caller ID by calling on behalf of a queue.  This is under interactions in Genesys and not going through the call icon. There is also a way to set the queue as a default that populates every time you make a call on behalf of a queue. This can be done by selecting the gear/settings button on the interactions screen, and then adding a check in the "Prepopulate queue field with last used queue" check box.  If this was something mentioned by your trainer, this might be what they were talking about.

https://help.mypurecloud.com/articles/place-a-call-on-behalf-of-a-queue/

Then any time you make call on behalf of a queue, the caller ID will be the one assigned to the queue.

Thank you,

Hello John, 

I believe this is still the same setting, Admin -> Trunk (Caller ID section) and it would be the number that you want. 

Cheers, 

No, when the agent calls back like a call back to a customer. the customers are seeing the agents direct number instead of seeing the general phone number that they would usually get a call from, or they call into the institution. 

Hello John and welcome to the community!

I want to make sure I am understanding you correctly. You want to change your number that appears on the end users phone so that way when they call back its to your direct line?

If this is the case then, this specific setting is under Admin -> Trunk (Caller ID section). 

Please let me know if you need more information. 

Cheers, 

I would like to see if my phone number can be changed from XXX-XXX-5961 to XXX-XXX-1397 (Phone Numbers are masked just an example) to reflect that my calls are coming from the direct number that members should be calling. Members see XXX-XXX-5961 when I call and even though I give them the direct number out of my location to call back, they use that number to call. This poses a problem if I am not available, no one else can pick up these calls as they do on the group queue and members left messages last week when I was out of the office and calls did not get returned.

I asked my trainer during the class, and he showed me somewhere you could go and set this to be global and I forgot where it was. It was under the Trunks section directly on the call routing section I am not sure where there is a global setting that you change it that you can make the outgoing calls to be going from  XXX-XXX-1397. Anyone who knows where this setting is please. I tried to send my trainer an email but he has not gotten back to me.

John

You can change the caller ID number at the trunk level, this change is made for all outgoing calls for everyone in your organization.  If that's the way it needs to be, then that's fine.  Do calls go to queues when your members call into the main number?  You can also change your caller ID by calling on behalf of a queue.  This is under interactions in Genesys and not going through the call icon. There is also a way to set the queue as a default that populates every time you make a call on behalf of a queue. This can be done by selecting the gear/settings button on the interactions screen, and then adding a check in the "Prepopulate queue field with last used queue" check box.  If this was something mentioned by your trainer, this might be what they were talking about.

https://help.mypurecloud.com/articles/place-a-call-on-behalf-of-a-queue/

Then any time you make call on behalf of a queue, the caller ID will be the one assigned to the queue.

Thank you,

Hello John, 

I believe this is still the same setting, Admin -> Trunk (Caller ID section) and it would be the number that you want. 

Cheers, 

No, when the agent calls back like a call back to a customer. the customers are seeing the agents direct number instead of seeing the general phone number that they would usually get a call from, or they call into the institution. 

Hello John and welcome to the community!

I want to make sure I am understanding you correctly. You want to change your number that appears on the end users phone so that way when they call back its to your direct line?

If this is the case then, this specific setting is under Admin -> Trunk (Caller ID section). 

Please let me know if you need more information. 

Cheers, 

I would like to see if my phone number can be changed from XXX-XXX-5961 to XXX-XXX-1397 (Phone Numbers are masked just an example) to reflect that my calls are coming from the direct number that members should be calling. Members see XXX-XXX-5961 when I call and even though I give them the direct number out of my location to call back, they use that number to call. This poses a problem if I am not available, no one else can pick up these calls as they do on the group queue and members left messages last week when I was out of the office and calls did not get returned.

I asked my trainer during the class, and he showed me somewhere you could go and set this to be global and I forgot where it was. It was under the Trunks section directly on the call routing section I am not sure where there is a global setting that you change it that you can make the outgoing calls to be going from  XXX-XXX-1397. Anyone who knows where this setting is please. I tried to send my trainer an email but he has not gotten back to me.

add your main phone number on the Caller Address

John

You can change the caller ID number at the trunk level, this change is made for all outgoing calls for everyone in your organization.  If that's the way it needs to be, then that's fine.  Do calls go to queues when your members call into the main number?  You can also change your caller ID by calling on behalf of a queue.  This is under interactions in Genesys and not going through the call icon. There is also a way to set the queue as a default that populates every time you make a call on behalf of a queue. This can be done by selecting the gear/settings button on the interactions screen, and then adding a check in the "Prepopulate queue field with last used queue" check box.  If this was something mentioned by your trainer, this might be what they were talking about.

https://help.mypurecloud.com/articles/place-a-call-on-behalf-of-a-queue/

Then any time you make call on behalf of a queue, the caller ID will be the one assigned to the queue.

Thank you,

Hello John, 

I believe this is still the same setting, Admin -> Trunk (Caller ID section) and it would be the number that you want. 

Cheers, 

No, when the agent calls back like a call back to a customer. the customers are seeing the agents direct number instead of seeing the general phone number that they would usually get a call from, or they call into the institution. 

Hello John and welcome to the community!

I want to make sure I am understanding you correctly. You want to change your number that appears on the end users phone so that way when they call back its to your direct line?

If this is the case then, this specific setting is under Admin -> Trunk (Caller ID section). 

Please let me know if you need more information. 

Cheers, 

I would like to see if my phone number can be changed from XXX-XXX-5961 to XXX-XXX-1397 (Phone Numbers are masked just an example) to reflect that my calls are coming from the direct number that members should be calling. Members see XXX-XXX-5961 when I call and even though I give them the direct number out of my location to call back, they use that number to call. This poses a problem if I am not available, no one else can pick up these calls as they do on the group queue and members left messages last week when I was out of the office and calls did not get returned.

I asked my trainer during the class, and he showed me somewhere you could go and set this to be global and I forgot where it was. It was under the Trunks section directly on the call routing section I am not sure where there is a global setting that you change it that you can make the outgoing calls to be going from  XXX-XXX-1397. Anyone who knows where this setting is please. I tried to send my trainer an email but he has not gotten back to me.

Where is this done please?

add your main phone number on the Caller Address

John

You can change the caller ID number at the trunk level, this change is made for all outgoing calls for everyone in your organization.  If that's the way it needs to be, then that's fine.  Do calls go to queues when your members call into the main number?  You can also change your caller ID by calling on behalf of a queue.  This is under interactions in Genesys and not going through the call icon. There is also a way to set the queue as a default that populates every time you make a call on behalf of a queue. This can be done by selecting the gear/settings button on the interactions screen, and then adding a check in the "Prepopulate queue field with last used queue" check box.  If this was something mentioned by your trainer, this might be what they were talking about.

https://help.mypurecloud.com/articles/place-a-call-on-behalf-of-a-queue/

Then any time you make call on behalf of a queue, the caller ID will be the one assigned to the queue.

Thank you,

Hello John, 

I believe this is still the same setting, Admin -> Trunk (Caller ID section) and it would be the number that you want. 

Cheers, 

No, when the agent calls back like a call back to a customer. the customers are seeing the agents direct number instead of seeing the general phone number that they would usually get a call from, or they call into the institution. 

Hello John and welcome to the community!

I want to make sure I am understanding you correctly. You want to change your number that appears on the end users phone so that way when they call back its to your direct line?

If this is the case then, this specific setting is under Admin -> Trunk (Caller ID section). 

Please let me know if you need more information. 

Cheers, 

I would like to see if my phone number can be changed from XXX-XXX-5961 to XXX-XXX-1397 (Phone Numbers are masked just an example) to reflect that my calls are coming from the direct number that members should be calling. Members see XXX-XXX-5961 when I call and even though I give them the direct number out of my location to call back, they use that number to call. This poses a problem if I am not available, no one else can pick up these calls as they do on the group queue and members left messages last week when I was out of the office and calls did not get returned.

I asked my trainer during the class, and he showed me somewhere you could go and set this to be global and I forgot where it was. It was under the Trunks section directly on the call routing section I am not sure where there is a global setting that you change it that you can make the outgoing calls to be going from  XXX-XXX-1397. Anyone who knows where this setting is please. I tried to send my trainer an email but he has not gotten back to me.

John

You can change the caller ID number at the trunk level, this change is made for all outgoing calls for everyone in your organization.  If that's the way it needs to be, then that's fine.  Do calls go to queues when your members call into the main number?  You can also change your caller ID by calling on behalf of a queue.  This is under interactions in Genesys and not going through the call icon. There is also a way to set the queue as a default that populates every time you make a call on behalf of a queue. This can be done by selecting the gear/settings button on the interactions screen, and then adding a check in the "Prepopulate queue field with last used queue" check box.  If this was something mentioned by your trainer, this might be what they were talking about.

https://help.mypurecloud.com/articles/place-a-call-on-behalf-of-a-queue/

Then any time you make call on behalf of a queue, the caller ID will be the one assigned to the queue.

Thank you,

Hello John, 

I believe this is still the same setting, Admin -> Trunk (Caller ID section) and it would be the number that you want. 

Cheers, 

No, when the agent calls back like a call back to a customer. the customers are seeing the agents direct number instead of seeing the general phone number that they would usually get a call from, or they call into the institution. 

Hello John and welcome to the community!

I want to make sure I am understanding you correctly. You want to change your number that appears on the end users phone so that way when they call back its to your direct line?

If this is the case then, this specific setting is under Admin -> Trunk (Caller ID section). 

Please let me know if you need more information. 

Cheers, 

I would like to see if my phone number can be changed from XXX-XXX-5961 to XXX-XXX-1397 (Phone Numbers are masked just an example) to reflect that my calls are coming from the direct number that members should be calling. Members see XXX-XXX-5961 when I call and even though I give them the direct number out of my location to call back, they use that number to call. This poses a problem if I am not available, no one else can pick up these calls as they do on the group queue and members left messages last week when I was out of the office and calls did not get returned.

I asked my trainer during the class, and he showed me somewhere you could go and set this to be global and I forgot where it was. It was under the Trunks section directly on the call routing section I am not sure where there is a global setting that you change it that you can make the outgoing calls to be going from  XXX-XXX-1397. Anyone who knows where this setting is please. I tried to send my trainer an email but he has not gotten back to me.

John

You can change the caller ID number at the trunk level, this change is made for all outgoing calls for everyone in your organization.  If that's the way it needs to be, then that's fine.  Do calls go to queues when your members call into the main number?  You can also change your caller ID by calling on behalf of a queue.  This is under interactions in Genesys and not going through the call icon. There is also a way to set the queue as a default that populates every time you make a call on behalf of a queue. This can be done by selecting the gear/settings button on the interactions screen, and then adding a check in the "Prepopulate queue field with last used queue" check box.  If this was something mentioned by your trainer, this might be what they were talking about.

https://help.mypurecloud.com/articles/place-a-call-on-behalf-of-a-queue/

Then any time you make call on behalf of a queue, the caller ID will be the one assigned to the queue.

Thank you,

Hello John, 

I believe this is still the same setting, Admin -> Trunk (Caller ID section) and it would be the number that you want. 

Cheers, 

No, when the agent calls back like a call back to a customer. the customers are seeing the agents direct number instead of seeing the general phone number that they would usually get a call from, or they call into the institution. 

Hello John and welcome to the community!

I want to make sure I am understanding you correctly. You want to change your number that appears on the end users phone so that way when they call back its to your direct line?

If this is the case then, this specific setting is under Admin -> Trunk (Caller ID section). 

Please let me know if you need more information. 

Cheers, 

I would like to see if my phone number can be changed from XXX-XXX-5961 to XXX-XXX-1397 (Phone Numbers are masked just an example) to reflect that my calls are coming from the direct number that members should be calling. Members see XXX-XXX-5961 when I call and even though I give them the direct number out of my location to call back, they use that number to call. This poses a problem if I am not available, no one else can pick up these calls as they do on the group queue and members left messages last week when I was out of the office and calls did not get returned.

I asked my trainer during the class, and he showed me somewhere you could go and set this to be global and I forgot where it was. It was under the Trunks section directly on the call routing section I am not sure where there is a global setting that you change it that you can make the outgoing calls to be going from  XXX-XXX-1397. Anyone who knows where this setting is please. I tried to send my trainer an email but he has not gotten back to me.

Hello John, 

I believe this is still the same setting, Admin -> Trunk (Caller ID section) and it would be the number that you want. 

Cheers, 

No, when the agent calls back like a call back to a customer. the customers are seeing the agents direct number instead of seeing the general phone number that they would usually get a call from, or they call into the institution. 

Hello John and welcome to the community!

I want to make sure I am understanding you correctly. You want to change your number that appears on the end users phone so that way when they call back its to your direct line?

If this is the case then, this specific setting is under Admin -> Trunk (Caller ID section). 

Please let me know if you need more information. 

Cheers, 

I would like to see if my phone number can be changed from XXX-XXX-5961 to XXX-XXX-1397 (Phone Numbers are masked just an example) to reflect that my calls are coming from the direct number that members should be calling. Members see XXX-XXX-5961 when I call and even though I give them the direct number out of my location to call back, they use that number to call. This poses a problem if I am not available, no one else can pick up these calls as they do on the group queue and members left messages last week when I was out of the office and calls did not get returned.

I asked my trainer during the class, and he showed me somewhere you could go and set this to be global and I forgot where it was. It was under the Trunks section directly on the call routing section I am not sure where there is a global setting that you change it that you can make the outgoing calls to be going from  XXX-XXX-1397. Anyone who knows where this setting is please. I tried to send my trainer an email but he has not gotten back to me.

Hello John and welcome to the community!

I want to make sure I am understanding you correctly. You want to change your number that appears on the end users phone so that way when they call back its to your direct line?

If this is the case then, this specific setting is under Admin -> Trunk (Caller ID section). 

Please let me know if you need more information. 

Cheers, 

I would like to see if my phone number can be changed from XXX-XXX-5961 to XXX-XXX-1397 (Phone Numbers are masked just an example) to reflect that my calls are coming from the direct number that members should be calling. Members see XXX-XXX-5961 when I call and even though I give them the direct number out of my location to call back, they use that number to call. This poses a problem if I am not available, no one else can pick up these calls as they do on the group queue and members left messages last week when I was out of the office and calls did not get returned.

I asked my trainer during the class, and he showed me somewhere you could go and set this to be global and I forgot where it was. It was under the Trunks section directly on the call routing section I am not sure where there is a global setting that you change it that you can make the outgoing calls to be going from  XXX-XXX-1397. Anyone who knows where this setting is please. I tried to send my trainer an email but he has not gotten back to me.

Hello John and welcome to the community!

I want to make sure I am understanding you correctly. You want to change your number that appears on the end users phone so that way when they call back its to your direct line?

If this is the case then, this specific setting is under Admin -> Trunk (Caller ID section). 

Please let me know if you need more information. 

Cheers, 

I would like to see if my phone number can be changed from XXX-XXX-5961 to XXX-XXX-1397 (Phone Numbers are masked just an example) to reflect that my calls are coming from the direct number that members should be calling. Members see XXX-XXX-5961 when I call and even though I give them the direct number out of my location to call back, they use that number to call. This poses a problem if I am not available, no one else can pick up these calls as they do on the group queue and members left messages last week when I was out of the office and calls did not get returned.

I asked my trainer during the class, and he showed me somewhere you could go and set this to be global and I forgot where it was. It was under the Trunks section directly on the call routing section I am not sure where there is a global setting that you change it that you can make the outgoing calls to be going from  XXX-XXX-1397. Anyone who knows where this setting is please. I tried to send my trainer an email but he has not gotten back to me.

Hello John and welcome to the community!

I want to make sure I am understanding you correctly. You want to change your number that appears on the end users phone so that way when they call back its to your direct line?

If this is the case then, this specific setting is under Admin -> Trunk (Caller ID section). 

Please let me know if you need more information. 

Cheers, 

I would like to see if my phone number can be changed from XXX-XXX-5961 to XXX-XXX-1397 (Phone Numbers are masked just an example) to reflect that my calls are coming from the direct number that members should be calling. Members see XXX-XXX-5961 when I call and even though I give them the direct number out of my location to call back, they use that number to call. This poses a problem if I am not available, no one else can pick up these calls as they do on the group queue and members left messages last week when I was out of the office and calls did not get returned.

I asked my trainer during the class, and he showed me somewhere you could go and set this to be global and I forgot where it was. It was under the Trunks section directly on the call routing section I am not sure where there is a global setting that you change it that you can make the outgoing calls to be going from  XXX-XXX-1397. Anyone who knows where this setting is please. I tried to send my trainer an email but he has not gotten back to me.

Hello John and welcome to the community!

I want to make sure I am understanding you correctly. You want to change your number that appears on the end users phone so that way when they call back its to your direct line?

If this is the case then, this specific setting is under Admin -> Trunk (Caller ID section). 

Please let me know if you need more information. 

Cheers, 

I would like to see if my phone number can be changed from XXX-XXX-5961 to XXX-XXX-1397 (Phone Numbers are masked just an example) to reflect that my calls are coming from the direct number that members should be calling. Members see XXX-XXX-5961 when I call and even though I give them the direct number out of my location to call back, they use that number to call. This poses a problem if I am not available, no one else can pick up these calls as they do on the group queue and members left messages last week when I was out of the office and calls did not get returned.

I asked my trainer during the class, and he showed me somewhere you could go and set this to be global and I forgot where it was. It was under the Trunks section directly on the call routing section I am not sure where there is a global setting that you change it that you can make the outgoing calls to be going from  XXX-XXX-1397. Anyone who knows where this setting is please. I tried to send my trainer an email but he has not gotten back to me.