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  • 1.  How to block outgoing caller ID for a user in Purecloud ?

    Posted 07-03-2020 09:53
    No replies, thread closed.
    Hi,

    I have a question regarding the outbound caller ID for an agent, how to block it and show "unkown number" for called customers ?

    Is there any configuration to do on Purecloud ? it is applied globaly (system wide) ? or we can apply it per user or per call ?

    Thank you in advance for your answers.

    Regards.
    #Outbound
    #Routing(ACD/IVR)
    #SIP/VolP
    #SystemAdministration


  • 2.  RE: How to block outgoing caller ID for a user in Purecloud ?

    Posted 07-03-2020 20:59
    No replies, thread closed.
    HI Mostafa

    That may depend on your SIP trunk provider as there are several ways of them handling this and their own setup will control what you can/can't do.  First step would be asking your provider what method they support and can handle.  Some can take a prefix passed through with the call, others need the privacy header set which would need to be done globally.

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------

    Original Message


  • 3.  RE: How to block outgoing caller ID for a user in Purecloud ?

    Posted 07-06-2020 02:38
    No replies, thread closed.
    Hi Vaun,

    Thanks for your reply, yes the service provide uses a prefixe in order to block call ID by call basis, but when we use this prefix, it is not reconized by Purecloud due that it uses only E164 format

    For example, the prefix to block the number is 361 and when I dial the number prefix + number, the Purecloud add "+" in the from of the number:
     Prefix: 361
    Number: +33012534789

    We dial 361 0123456789 => Purelcoud displays +3610123456789

    Any idea ?

    Thank you.

    ------------------------------
    Mostafa Oudderhem
    Coverage-Communication
    ------------------------------

    Original Message


  • 4.  RE: How to block outgoing caller ID for a user in Purecloud ?

    Posted 07-06-2020 04:25
    No replies, thread closed.
    Hi Mostafa,

    SIP carriers and trunks should support the anonymous@anonymous.invalid value to withhold calling numbers.  You can send this from PureCloud by inserting the code *67 before the number you are calling.  Just make sure the "Header Privacy" and "User Privacy" settings are enabled in the external trunk.  I have used this during testing and many customers use this feature too.  Details can be found below under the "Outbound" section:

    https://help.mypurecloud.com/articles/external-trunk-settings/

    Thanks Luke

    ------------------------------
    Luke Mitchell
    Conn3ct
    ------------------------------

    Original Message


  • 5.  RE: How to block outgoing caller ID for a user in Purecloud ?

    Posted 07-06-2020 04:46
    No replies, thread closed.
    Hi Luke,

    Many thanks for your help, I juste tried this configuration now and it works fine

    When dialing *67 before the number, the Purecloud understand that the Outbound caller ID must be blocked

    Have a good day.

    ------------------------------
    Mostafa Oudderhem
    Coverage-Communication
    ------------------------------

    Original Message


  • 6.  RE: How to block outgoing caller ID for a user in Purecloud ?

    Posted 07-06-2020 16:19
    No replies, thread closed.
    Good one Mostafa.  Our own SIP provider doesn't support this method which is why I mentioned checking with yours first.

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------

    Original Message


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