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

    Posted 8 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 8 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 7 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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