David_Martinez1 | 2022-05-12 13:45:18 UTC | #1
Hi, We are using Genesys Cloud edges(that are managed by Genesys) an inbound call displays the ANI and the display name provided by the carrier. For example the agent sees the following when answering an inbound call: ANI: 630-999-4444 Name: Chicago, IL
I know we cannot change the displayed name and ANI with our current configuration.
If we changed architecture and used Premise Edge devices, I think we would have access to the SIP invites where this ANI and Name are provided. Would I be allowed to change the Name value and have the updated Name displayed to the agents? For example ANI: 630-999-4444 Name: Technical Support
Thank you for your assistance on this matter.
Alan_Lanteigne | 2022-05-31 17:50:31 UTC | #2
Hello David,
You would have to change those values in the SIP headers coming in to Genesys Cloud whether you're using a premises Edge device or cloud media. With GCV, this cannot be done since Genesys is the carrier and is responsible for delivering the calls into our cloud media services. With BYOC Cloud or premises Edges this could be done with an SBC in between the carrier and Genesys Cloud. I'm not sure that the effort and cost would be worth it though.
Thanks,
Alan
system | 2022-07-01 17:51:02 UTC | #3
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