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Looking at this resource centre article:
if this is set in order for:
When a call is made outbound on behalf of queue that has no outbound caller ID set for it, what would you expect the behaviour to be in the following scenarios?
In both scenarios, the trunk itself has an outbound caller ID set.
In running through a few scenarios this is what is happening if the user has a DDI...:
In the case of #1, the user's DDI presents, in the case of #2 the next item in the prioritisation list presents.
Before I go and reopen my case, how do you all interpret the resource centre article around this?
There's still some discrepancy in how Genesys' tech writers on the resource centre and the Care team interpret this behaviour.
I would think the call source to be the queue in the case you described. So, since the call source has no outbound ANI, it uses the trunk.
when a call is made outbound on behalf of queue that has no outbound caller ID set for it, what would you expect the behaviour to be in the following scenarios?
Thanks Matthew, this is how my colleagues and I, and one of the tech writers @ Genesys interpret it as well, but based on my updates to this thread there's either a defect or a disconnect between what care think and their writers think.
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