Genesys Cloud - Main

Hello Genesys Cloud Community,

I would like to know where and how to configure the phone number that is displayed to customers for manual outbound calls in Genesys Cloud. Specifically:

1. How is the outbound number determined ? Is it the agent's number, the queue number, or can it be either?
2. Can an agent select which number to show when making a manual call ?
3. Where in Genesys Cloud can this setting be configured ?

Any guidance or step-by-step instructions would be greatly appreciated.

Thank you!

#Implementation
#Outbound
#Telephony

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Ragheb Gmira
Consultant IT
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Good Day Ragheb

Please see resource center link regarding the current options or outbound Caller ID - https://help.genesys.cloud/articles/configure-caller-id/

I see there is a Aha Idea that is currently in development which will provide more options in the future - https://help.genesys.cloud/announcements/genesys-cloud-fedramp/caller-id-improvements-for-outbound-calls/

Case 2- When initiating a non-ACD call, Agents can select from an admin approved list of Caller ID/Name identities. - https://genesyscloud.ideas.aha.io/ideas/TEL-I-345

Hope this helps.

Regards

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Stephan Taljaard
EMBEDIT s.r.o
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Hi Ragheb,

insert the desired number in the profile of the user and mark it as "primary". That number will be transmitted with non-acd-calls. Please be aware that a DID can only be used once this way. You can not give 1 or more agents the DID of a Queue. That would cause failures in routing.
If your user has to make an outbound on behalf of a queue, he can select the queue-number when he starts the call in agent workspace.

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Christoph Domaschke
Produktmanager Kunden-Dialog-Center
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