Genesys Cloud - Main

Hi,

Our customer use communicate licenses in GCX and want to use groups in order to place outgoing call on behalf of groups and present different Caller ID..

Is it possible to do this with the same manner as outgoing calls on behalf of queue ?

Thank you in advance.

Unfortunately this isn't a feature of communicate and the lack of a Number Masking feature makes it difficult to achieve but... I think it can be done by turning a bug into a feature.

You can use address transformation on the outgoing trunk to change the number of outgoing calls. This uses Regex and you are limited to 3 rules.
Admin > Trunks > Your Outgoing Trunk > Identity

Bodge Alert! Now you need to assign everyone a unique phone number:

When setting up a users contact information you will need to set +44 (Don't enter any other numbers) and then enter the rest of the number in the extension field.

The result will look something like this under their contact information:

Work Phone 2
+44 ext. 1632960040

Extension
2000

I don't know how form validation doesn't pull a hissy fit but we'll use that to our advantage.
I tried to show a screenshot but we have strict IT security rules, I couldn't upload anything.

Make sure to set Work Phone 2 as your primary and then have a play around, ring your mobile and see if the number shows up as the full DID. ( Do this before making any address transformations). If it shows up as private then you might have some rules on your trunk that will need changing.

If its showing up as the correct number then horary! I would recommend setting up everyone with a unique number. e.g. if the group's number is 01632960040 then set everyone up like so

Agent 1:

Work Phone 2
+44 ext. 1632960040100

Agent 2: 
+44 ext. 1632960040101

Agent 2: 
+44 ext. 1632960040102

Do more testing! Make sure that Group calling still works. Make sure all agents in the group has work phone 2 set up as the primary and then see if calls are still routed properly when the group is called. It might also stop *86 from working when trying to set a voicemail, the user will need to set their extension as the primary temporarily just to set a message but once set can change it back.

If all happy you can now use a Regex query to cut off the last 3 digits for any outgoing number that matches  +441632960040
+441632960040 should display to the customer, if they chose to call back it should go to the group.

There isn't an easy way to do this in Genesys Cloud. You could try building something customized in the Site Dial Plan and build different outbound trunks to display the desired CLI. This could be complicated to build and manage. There are couple community posts about it ways to do it with having the caller dialing a code that tells the site what trunk to use.
There are couple ideas in the AHA ideas lab, but one is labeled will not implement so not sure it's going to come into the platform soon or at all.
Another option would be to use the embedded framework. It lets you type in the number you want to appear on the recipients phone. Genesys Cloud for Chrome has these settings.
https://chrome.google.com/webstore/detail/genesys-cloud-for-chrome/onbcflemjnkemjpjcpkkpcnephnpjkcb?hl=en

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Steve Alix
EDCi
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