Genesys Cloud - Main

Hello everyone!

We've created a flow to transfer calls to an external number. Agents reach it when calling an external contact. We have to do it this way for two reasons: First because agents should not know the actual external number, and second because we need to use different ANI/Caller ID depending on the external number we are calling.

We have a data table were we specify the external number and the ANI/Caller ID we want to show. In the flow we save the ANI in the variable Flow.ANI and assign it to the Outgoing UUI Data "For Transfer" in the set UUI Data action, prior to the Transfer to Number action.

So far, everything's going well. What we need to know, if there is a way to make a call to one of these external number anonymously.

We have only one trunk, so differentiated routing won't be an option.

Thank you in advance for any help!

Hey Patricio,

Depending on how you have your trunk set up, you could change the trunk configuration so that you have "anonymous@anonymous.invalid" set as the caller address and suppressing the User Name.

Hello everyone!

We've created a flow to transfer calls to an external number. Agents reach it when calling an external contact. We have to do it this way for two reasons: First because agents should not know the actual external number, and second because we need to use different ANI/Caller ID depending on the external number we are calling.

We have a data table were we specify the external number and the ANI/Caller ID we want to show. In the flow we save the ANI in the variable Flow.ANI and assign it to the Outgoing UUI Data "For Transfer" in the set UUI Data action, prior to the Transfer to Number action.

So far, everything's going well. What we need to know, if there is a way to make a call to one of these external number anonymously.

We have only one trunk, so differentiated routing won't be an option.

Thank you in advance for any help!

Hi Jason! Thank you very much for your answer!

I've just tried configuring the Caller Address (URI: sip:anonymous@anonymous.invalid) in the Caller ID section, and changing the Suppress User Name to always, but seems to be a communication error with the carrier becase, although the call is not progressing, I receive an SMS about a lost call from an unknown number. Seems it is not so far!

I'll check with them if they have some kind of restriction on their side.

On the other hand, I should look for a way to apply this configuration for selected calls only (maybe an Address Transformation with regexp). Otherwise, since we only have one trunk, this would affect every call made.

Thank you!

Hey Patricio,

Depending on how you have your trunk set up, you could change the trunk configuration so that you have "anonymous@anonymous.invalid" set as the caller address and suppressing the User Name.

Hello everyone!

We've created a flow to transfer calls to an external number. Agents reach it when calling an external contact. We have to do it this way for two reasons: First because agents should not know the actual external number, and second because we need to use different ANI/Caller ID depending on the external number we are calling.

We have a data table were we specify the external number and the ANI/Caller ID we want to show. In the flow we save the ANI in the variable Flow.ANI and assign it to the Outgoing UUI Data "For Transfer" in the set UUI Data action, prior to the Transfer to Number action.

So far, everything's going well. What we need to know, if there is a way to make a call to one of these external number anonymously.

We have only one trunk, so differentiated routing won't be an option.

Thank you in advance for any help!

Hey Patricio,

Thanks for letting me know. You could try the *67 route and have a regular expression catch the number and manipulate it before it is sent out like below:

Match regex: ^(sip[s]?:|tel:)(\+)(.*)
Format regex: \*67${1}${2}${3}

Having only 1 trunk does make things a bit tricky. Do let me know what solution you come up with!

Hi Jason! Thank you very much for your answer!

I've just tried configuring the Caller Address (URI: sip:anonymous@anonymous.invalid) in the Caller ID section, and changing the Suppress User Name to always, but seems to be a communication error with the carrier becase, although the call is not progressing, I receive an SMS about a lost call from an unknown number. Seems it is not so far!

I'll check with them if they have some kind of restriction on their side.

On the other hand, I should look for a way to apply this configuration for selected calls only (maybe an Address Transformation with regexp). Otherwise, since we only have one trunk, this would affect every call made.

Thank you!

Hey Patricio,

Depending on how you have your trunk set up, you could change the trunk configuration so that you have "anonymous@anonymous.invalid" set as the caller address and suppressing the User Name.

Hello everyone!

We've created a flow to transfer calls to an external number. Agents reach it when calling an external contact. We have to do it this way for two reasons: First because agents should not know the actual external number, and second because we need to use different ANI/Caller ID depending on the external number we are calling.

We have a data table were we specify the external number and the ANI/Caller ID we want to show. In the flow we save the ANI in the variable Flow.ANI and assign it to the Outgoing UUI Data "For Transfer" in the set UUI Data action, prior to the Transfer to Number action.

So far, everything's going well. What we need to know, if there is a way to make a call to one of these external number anonymously.

We have only one trunk, so differentiated routing won't be an option.

Thank you in advance for any help!