Genesys Cloud - Main

We have a situation where, during an "on call" period, calls are transferred to an external mobile phone number for whichever engineer is on call.

This is fine, except when the engineer has to call back to the client from their mobile phone, as the engineer's mobile number is shown to the client.

We're trying to come up with a way to restrict this. I had an idea that we could have an inbound line for the engineer to call, they are prompted to enter the digits of the client they want to speak to, and then the Architect flow transfers the call to that number.

I've tested it and it works (to place the call), except that the original caller ID (the engineer) is still passed through.

Is there any way on a per-flow basis to override this? Ideally I'd set it to another number, or withheld / anonymous.

We're using Genesys Cloud Voice so have no access to Edges etc. 

Thanks for any ideas.

Hi @James Dunn, 

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We have a situation where, during an "on call" period, calls are transferred to an external mobile phone number for whichever engineer is on call.

This is fine, except when the engineer has to call back to the client from their mobile phone, as the engineer's mobile number is shown to the client.

We're trying to come up with a way to restrict this. I had an idea that we could have an inbound line for the engineer to call, they are prompted to enter the digits of the client they want to speak to, and then the Architect flow transfers the call to that number.

I've tested it and it works (to place the call), except that the original caller ID (the engineer) is still passed through.

Is there any way on a per-flow basis to override this? Ideally I'd set it to another number, or withheld / anonymous.

We're using Genesys Cloud Voice so have no access to Edges etc. 

Thanks for any ideas.

We have a situation where, during an "on call" period, calls are transferred to an external mobile phone number for whichever engineer is on call.

This is fine, except when the engineer has to call back to the client from their mobile phone, as the engineer's mobile number is shown to the client.

We're trying to come up with a way to restrict this. I had an idea that we could have an inbound line for the engineer to call, they are prompted to enter the digits of the client they want to speak to, and then the Architect flow transfers the call to that number.

I've tested it and it works (to place the call), except that the original caller ID (the engineer) is still passed through.

Is there any way on a per-flow basis to override this? Ideally I'd set it to another number, or withheld / anonymous.

We're using Genesys Cloud Voice so have no access to Edges etc. 

Thanks for any ideas.

Hi James

Another option here may be to have the on-call guys use the communicate app on their mobiles?

We have a situation where, during an "on call" period, calls are transferred to an external mobile phone number for whichever engineer is on call.

This is fine, except when the engineer has to call back to the client from their mobile phone, as the engineer's mobile number is shown to the client.

We're trying to come up with a way to restrict this. I had an idea that we could have an inbound line for the engineer to call, they are prompted to enter the digits of the client they want to speak to, and then the Architect flow transfers the call to that number.

I've tested it and it works (to place the call), except that the original caller ID (the engineer) is still passed through.

Is there any way on a per-flow basis to override this? Ideally I'd set it to another number, or withheld / anonymous.

We're using Genesys Cloud Voice so have no access to Edges etc. 

Thanks for any ideas.