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  • 1.  Mismatch while making internal calls to users

    Posted 11-11-2024 03:29
    No replies, thread closed.

    HI everyone, 

    We have users with same work phone number and is also primary.

    When we make a call to specific user by searching username the call is sent to another user. Have anyone faced such issue ,we do not want to make internal, transfer to extention.

    Please suppport.


    #Telephony

    ------------------------------
    Anush Shetty
    Unknown
    ------------------------------


  • 2.  RE: Mismatch while making internal calls to users

    Posted 11-11-2024 06:24
    No replies, thread closed.

    A very basic question, why would you have same phone number for multiple agents ? It would also be good to know why you don't want to use "extension" numbers instead.



    ------------------------------
    Vineet Kakroo
    Senior Technical Consultant
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    Original Message


  • 3.  RE: Mismatch while making internal calls to users

    Posted 11-11-2024 19:51
    No replies, thread closed.

    We do have extentions for users which is unique at work phone 2 field. 

    Since  we want to display phone numbers to customer based on which user is calling ( Outbound ANI). We cannot do it at voice gateways and has to be sent via GC.



    ------------------------------
    Anush Shetty
    Unknown
    ------------------------------

    Original Message


  • 4.  RE: Mismatch while making internal calls to users
    Best Answer

    Posted 11-12-2024 05:23
    No replies, thread closed.

    Hi Anush,

    1)

    If you have Genesys Cloud 1 (or higher) users you can just use the "Interactions" -> "Make Call" -> "On behalf of a queue" and the ANI configured at the queue will be displayed to the called party (check the "Prioritized Caller Selection" at the used trunk having the "Call Source (Queue / Campaign / User DID)" on top!

    2)

    If you have Communicate users you can confige the ANI at the "Sites" and check that at the "Prioritized Caller Selection" at the used trunk you have the "Site" on top.

    We have a mix of both. So we have setup "Prioritized Caller Selection" with

    Prio 1) "Call Source (Queue / Campaign / User DID)" and 

    Prio 2) "Site"

    All users don't have a "User DID".

    This way you will archive:
    Users with Genesys Cloud 1 can present the ANI configured at any queue.
    Users with Communicate will present the ANI configured at the Site.

    You can create a lot of sites and assign the user's phone to the site that's ANI should be used.

    I hope this is usefull :-D

    BR, Robert

    #CallRouting #Site #ANI #CommunicateUsers #OutboundCalling



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