Genesys Cloud - Main

Hi Folks,

We have the following setup.
main number to on on-call tech support +1 xxx.xxx.xxxx  from Genesys if the agent dial this number it will be routed to the on-call tech engineer.

we route the number to inbound flow which will make data table lookup to get the cell# of the tech engineer and then dial it from the call flow.

the agent will be able to see the Cell# of the tech engineer which will breach the confidentiality of the team.

our manager ask if there is away to hide the cell#  to be displayed to the agent instead replace it with the main call flow number above. is there away to do that?
screen shot attached.
thank you in advance for your help.

Good Day Mahmoud

I had a look on the community and found the following article - 

https://community.genesys.com/discussion/hiding-or-masking-customers-phone-numbers-caller-ids

Found the following on resource centre, not sure if this would address the issue you want to resolve - https://help.mypurecloud.com/articles/transform-outbound-addresses-with-regular-expressions/

This was also covered in a previous Q&A session

https://community.genesys.com/communities/community-home/digestviewer/viewthread?GroupId=19&MessageKey=041fd823-acb8-480a-acda-169cd84766c9&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer&ReturnUrl=%2fcommunities%2fcommunity-home1%2fdigestviewer%3fcommunitykey%3dbab95e9c-6bbe-4a13-8ade-8ec0faf733d4%26tab%3ddigestviewer

Hope this helps.

Regards

Stephan

Hi Folks,

We have the following setup.
main number to on on-call tech support +1 xxx.xxx.xxxx  from Genesys if the agent dial this number it will be routed to the on-call tech engineer.

we route the number to inbound flow which will make data table lookup to get the cell# of the tech engineer and then dial it from the call flow.

the agent will be able to see the Cell# of the tech engineer which will breach the confidentiality of the team.

our manager ask if there is away to hide the cell#  to be displayed to the agent instead replace it with the main call flow number above. is there away to do that?
screen shot attached.
thank you in advance for your help.

Thank Stephan for your input, however the proposed solution more for salesforce agents.

any other thought team ?

Good Day Mahmoud

I had a look on the community and found the following article - 

https://community.genesys.com/discussion/hiding-or-masking-customers-phone-numbers-caller-ids

Found the following on resource centre, not sure if this would address the issue you want to resolve - https://help.mypurecloud.com/articles/transform-outbound-addresses-with-regular-expressions/

This was also covered in a previous Q&A session

https://community.genesys.com/communities/community-home/digestviewer/viewthread?GroupId=19&MessageKey=041fd823-acb8-480a-acda-169cd84766c9&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer&ReturnUrl=%2fcommunities%2fcommunity-home1%2fdigestviewer%3fcommunitykey%3dbab95e9c-6bbe-4a13-8ade-8ec0faf733d4%26tab%3ddigestviewer

Hope this helps.

Regards

Stephan

Hi Folks,

We have the following setup.
main number to on on-call tech support +1 xxx.xxx.xxxx  from Genesys if the agent dial this number it will be routed to the on-call tech engineer.

we route the number to inbound flow which will make data table lookup to get the cell# of the tech engineer and then dial it from the call flow.

the agent will be able to see the Cell# of the tech engineer which will breach the confidentiality of the team.

our manager ask if there is away to hide the cell#  to be displayed to the agent instead replace it with the main call flow number above. is there away to do that?
screen shot attached.
thank you in advance for your help.

Hi Folks,

We have the following setup.
main number to on on-call tech support +1 xxx.xxx.xxxx  from Genesys if the agent dial this number it will be routed to the on-call tech engineer.

we route the number to inbound flow which will make data table lookup to get the cell# of the tech engineer and then dial it from the call flow.

the agent will be able to see the Cell# of the tech engineer which will breach the confidentiality of the team.

our manager ask if there is away to hide the cell#  to be displayed to the agent instead replace it with the main call flow number above. is there away to do that?
screen shot attached.
thank you in advance for your help.