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  • 1.  Where to Configure Outbound Caller ID for Manual Calls in Genesys Cloud?

    Posted 20 days ago

    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

    ------------------------------
    Ragheb Gmira
    Consultant IT
    ------------------------------


  • 2.  RE: Where to Configure Outbound Caller ID for Manual Calls in Genesys Cloud?
    Best Answer

    Posted 20 days ago

    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



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------

    Original Message


  • 3.  RE: Where to Configure Outbound Caller ID for Manual Calls in Genesys Cloud?

    Posted 20 days ago

    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.



    ------------------------------
    Christoph Domaschke
    Produktmanager Kunden-Dialog-Center
    ------------------------------

    Original Message


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