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  • 1.  Trunk Outbound Calling Name

    Posted 09-06-2018 13:59
    No replies, thread closed.
    Will there ever be a way to have the Outbound Calling Name listed on the Trunk and it not override anything that is setup on the queues? 

    Situation, some agents do not have DIDs, so the Trunk is set to push the specified number out if they do not have DIDs. If we enter the Name also, it overrides the queue names that have been set up. Will this ever be changed? 

    Calling Name in Trunks

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    Angelia Harper
    Avtex
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  • 2.  RE: Trunk Outbound Calling Name

    Posted 09-11-2018 15:05
    No replies, thread closed.
    Hello Angelia,

    Are you saying that in the event that an agent make an outbound call it uses the queue name rather than the CNAM configured?

    Basically CNAM and CLID does not rely anything that is configured on the local devices, it is normally requested to the Carrier and have the CNAM database updated to show the text that you requested to appear.  In this case the one on the Name field.   Every carrier rely's on a CNAM database that their carrier pulls the data from, reason why sometimes CNAM works for some phones and some are not. 





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    Paolo Galan
    Global Digital Team, Customer Success
    Genesys - Employees
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    Original Message


  • 3.  RE: Trunk Outbound Calling Name

    Posted 09-11-2018 15:32
    No replies, thread closed.
    Angie, the functionality currently exists in the background, but they are still sorting through some issues with PureCloud Voice before it gets enabled. I think there will be a slider or something to enable/disable the functionality you want. I don't have a timeframe for release, yet.

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    George Ganahl
    Principal Program Manager
    Genesys
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    Original Message


  • 4.  RE: Trunk Outbound Calling Name

    Posted 09-11-2018 15:41
    No replies, thread closed.
    Thank you @George Ganahl ​

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    Angelia Harper
    Avtex
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    Original Message


  • 5.  RE: Trunk Outbound Calling Name

    Posted 09-12-2018 11:31
    No replies, thread closed.
    I checked this with PS, and advised that if the agent will select the "In behalf of the queue" option when calling this will over-ride the Trunk CNAM and will display the configured CNAM for the department.
     
    You can give it a try and let us know.


    ------------------------------
    Paolo Galan
    Global Digital Team, Customer Success
    Genesys - Employees
    ------------------------------

    Original Message


  • 6.  RE: Trunk Outbound Calling Name

    Posted 09-12-2018 14:24
    No replies, thread closed.
    @Paolo Galan these are campaign calls, they do not use on behalf of a queue. The campaign is dialing the calls. ​That will not work for the customer. Thank you for the information though!

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    Angelia Harper
    Avtex
    ------------------------------

    Original Message


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