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

    Posted 18 hours 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 18 hours 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


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