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  • 1.  Display name on callouts

    Posted 16 days ago

    Hello - 

    We service about 200+ different clients, each with their own DNIS. When we make outbound calls, it just shows a number and not the name of the client. Does anyone know of a way that the client name can be displayed so that we have more people actually pick up the phones?


    #ArchitectureandDesign
    #Outbound
    #PlatformAdministration
    #SystemAdministration
    #Telephony
    #Unsure/Other

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    Amber Krueger
    Ultimus Fund Solutions, LLC
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  • 2.  RE: Display name on callouts

    Posted 16 days ago

    The best would be to create external contacts for these 200 customers with the ability to look them up by the DNIS (place that as a search field on the contact) and then use the Find Contact tool to look up the external contact and attach that to the conversation.  That will pop that name in the agent roster.  Here is how you get the contact:  Get External Contact action - Genesys Cloud Resource Center (mypurecloud.com).  Here are good examples of external contact usage: External contact management scenarios - Genesys Cloud Resource Center (mypurecloud.com).  Here is another good resource: Work with an external contact during an interaction - Genesys Cloud Resource Center (mypurecloud.com)



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: Display name on callouts

    Posted 15 days ago

    If you have a CRM there is an API you can use to create a click to dial scenario.  We have built this to use on ours, so based on the person you are calling from the CRM it will inject the ANI you want to display and Name if you are US based



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    Andy Jackson
    Ten Lifestyle Management Limited
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    Original Message


  • 4.  RE: Display name on callouts

    Posted 15 days ago

    Hi Amber,

    We had the same issue/concern and it turns out that our downstream telephony provider does not support the "name" display, due to some regulations etc. So it may not be just a case of setup at your end, it may also be if this function is supported by the downstream telephony providers.

    Regards



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    Vineet Kakroo
    FIL Fund Services (Bermuda) Limited
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    Original Message


  • 5.  RE: Display name on callouts

    Posted 15 days ago
    Edited by Ernest John Nuque 15 days ago

    what you want is to display your client's Name instead of just number in the screen of a mobile user right? this kind of capability should be supported by your telco company some call it Bandname or Caller Tag.. also there are some company out there who is using the smart phone capability to have this kind of solution.. like Hiya (https://www.hiya.com/) and even Viber is having this kind of solution right now. but this will be a different subscription.

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    Ernest John Nuque
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    Original Message


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