Genesys Cloud - Main

• Scale: 900+ physical sites.
• Device Type: Approximately 99% of our users (both agents and staff) utilize hard phones for audio path.
• User Roles:
• Agents:  Use the GC desktop client (with audio path via hard phone)
• UC (Unified Communications) / Staff Roles: These users do not use the GC desktop client.  Their primary interaction with GC is via their hard phone for outbound calls.
• Numbering:
• Some individual users have DID numbers.
• Some sites host multiple lines of business (LOBs), with the possibility the agents supporting various LOBs.
• Each LOB has its unique queues with their unique "main listed phone numbers."
• Crucially, we are also moving towards a model where agents from multiple physical sites will be supporting queues that are conceptually tied to (or primarily use the numbers of) other sites or specific LOBs.

1. NO User DID/Name Display: When any outbound call is placed, we absolutely do not want the individual user's DID or name to display as the Caller ID.
2. Agent-Initiated Calls (Queue-Based):
• When an agent makes an outbound call on behalf of a specific queue, the Caller ID must display the queue's dedicated main listed number. This is a critical functionality for our LOBs.
3. General Site Outbound Calls (UC/Staff & Others):
• When any outbound call is placed from a specific site (especially by UC/Staff users who aren't tied to queues for outbound and placing calls from hard-phones), the Caller ID must display that LOB's primary main listed phone number. This is the lack of GC client interaction for these UC users.

• Scalability: How do we configure 1000+ unique outbound ANIs (Calling Line IDs) without creating an unmanageable number of individual trunk configurations or external routes? 
• Hard Phones: Since most users are on hard phones and not interacting with the GC client for outbound number selection, the solution needs to be set up at the Genesys Cloud backend level (user, queue, site, trunk, external route).
• UC/Staff Users: How do we ensure these users, who aren't logged into the GC client, present the correct site-specific main number when making an outbound call from their hard phone?  Is there a default outbound ANI that can be applied to a "Site" or a group of users within a site?
• Cross-Site Agents: The added complexity of agents supporting queues across site boundaries further compounds the challenge of ensuring the correct ANI displays and selecting the right configuration method.
• Best Practice for Site-Specific Outbound ANI: What is the recommended Genesys Cloud approach for enforcing a site's main number as the outbound caller ID for all general calls originating from that site?
• Is it through External Routes and Number Plans?
• Does this require unique External Trunks per site (which seems excessive for 1000+)?

• Scale: 900+ physical sites.
• Device Type: Approximately 99% of our users (both agents and staff) utilize hard phones for audio path.
• User Roles:
• Agents:  Use the GC desktop client (with audio path via hard phone)
• UC (Unified Communications) / Staff Roles: These users do not use the GC desktop client.  Their primary interaction with GC is via their hard phone for outbound calls.
• Numbering:
• Some individual users have DID numbers.
• Some sites host multiple lines of business (LOBs), with the possibility the agents supporting various LOBs.
• Each LOB has its unique queues with their unique "main listed phone numbers."
• Crucially, we are also moving towards a model where agents from multiple physical sites will be supporting queues that are conceptually tied to (or primarily use the numbers of) other sites or specific LOBs.

1. NO User DID/Name Display: When any outbound call is placed, we absolutely do not want the individual user's DID or name to display as the Caller ID.
2. Agent-Initiated Calls (Queue-Based):
• When an agent makes an outbound call on behalf of a specific queue, the Caller ID must display the queue's dedicated main listed number. This is a critical functionality for our LOBs.
3. General Site Outbound Calls (UC/Staff & Others):
• When any outbound call is placed from a specific site (especially by UC/Staff users who aren't tied to queues for outbound and placing calls from hard-phones), the Caller ID must display that LOB's primary main listed phone number. This is the lack of GC client interaction for these UC users.

• Scalability: How do we configure 1000+ unique outbound ANIs (Calling Line IDs) without creating an unmanageable number of individual trunk configurations or external routes? 
• Hard Phones: Since most users are on hard phones and not interacting with the GC client for outbound number selection, the solution needs to be set up at the Genesys Cloud backend level (user, queue, site, trunk, external route).
• UC/Staff Users: How do we ensure these users, who aren't logged into the GC client, present the correct site-specific main number when making an outbound call from their hard phone?  Is there a default outbound ANI that can be applied to a "Site" or a group of users within a site?
• Cross-Site Agents: The added complexity of agents supporting queues across site boundaries further compounds the challenge of ensuring the correct ANI displays and selecting the right configuration method.
• Best Practice for Site-Specific Outbound ANI: What is the recommended Genesys Cloud approach for enforcing a site's main number as the outbound caller ID for all general calls originating from that site?
• Is it through External Routes and Number Plans?
• Does this require unique External Trunks per site (which seems excessive for 1000+)?

Lisa,

All the requirements you list are pretty complicated to wade through in a Community thread. There are many nuances that will require live discussion to get right. Do you have genesys Cloud consulting resources available, either through a Partner or direct with Genesys? Genesys PS can usually carve out a few hours to do some preliminary consultation, if you are direct.

• Scale: 900+ physical sites.
• Device Type: Approximately 99% of our users (both agents and staff) utilize hard phones for audio path.
• User Roles:
• Agents:  Use the GC desktop client (with audio path via hard phone)
• UC (Unified Communications) / Staff Roles: These users do not use the GC desktop client.  Their primary interaction with GC is via their hard phone for outbound calls.
• Numbering:
• Some individual users have DID numbers.
• Some sites host multiple lines of business (LOBs), with the possibility the agents supporting various LOBs.
• Each LOB has its unique queues with their unique "main listed phone numbers."
• Crucially, we are also moving towards a model where agents from multiple physical sites will be supporting queues that are conceptually tied to (or primarily use the numbers of) other sites or specific LOBs.

1. NO User DID/Name Display: When any outbound call is placed, we absolutely do not want the individual user's DID or name to display as the Caller ID.
2. Agent-Initiated Calls (Queue-Based):
• When an agent makes an outbound call on behalf of a specific queue, the Caller ID must display the queue's dedicated main listed number. This is a critical functionality for our LOBs.
3. General Site Outbound Calls (UC/Staff & Others):
• When any outbound call is placed from a specific site (especially by UC/Staff users who aren't tied to queues for outbound and placing calls from hard-phones), the Caller ID must display that LOB's primary main listed phone number. This is the lack of GC client interaction for these UC users.

• Scalability: How do we configure 1000+ unique outbound ANIs (Calling Line IDs) without creating an unmanageable number of individual trunk configurations or external routes? 
• Hard Phones: Since most users are on hard phones and not interacting with the GC client for outbound number selection, the solution needs to be set up at the Genesys Cloud backend level (user, queue, site, trunk, external route).
• UC/Staff Users: How do we ensure these users, who aren't logged into the GC client, present the correct site-specific main number when making an outbound call from their hard phone?  Is there a default outbound ANI that can be applied to a "Site" or a group of users within a site?
• Cross-Site Agents: The added complexity of agents supporting queues across site boundaries further compounds the challenge of ensuring the correct ANI displays and selecting the right configuration method.
• Best Practice for Site-Specific Outbound ANI: What is the recommended Genesys Cloud approach for enforcing a site's main number as the outbound caller ID for all general calls originating from that site?
• Is it through External Routes and Number Plans?
• Does this require unique External Trunks per site (which seems excessive for 1000+)?

Lisa,

All the requirements you list are pretty complicated to wade through in a Community thread. There are many nuances that will require live discussion to get right. Do you have genesys Cloud consulting resources available, either through a Partner or direct with Genesys? Genesys PS can usually carve out a few hours to do some preliminary consultation, if you are direct.

• Scale: 900+ physical sites.
• Device Type: Approximately 99% of our users (both agents and staff) utilize hard phones for audio path.
• User Roles:
• Agents:  Use the GC desktop client (with audio path via hard phone)
• UC (Unified Communications) / Staff Roles: These users do not use the GC desktop client.  Their primary interaction with GC is via their hard phone for outbound calls.
• Numbering:
• Some individual users have DID numbers.
• Some sites host multiple lines of business (LOBs), with the possibility the agents supporting various LOBs.
• Each LOB has its unique queues with their unique "main listed phone numbers."
• Crucially, we are also moving towards a model where agents from multiple physical sites will be supporting queues that are conceptually tied to (or primarily use the numbers of) other sites or specific LOBs.

1. NO User DID/Name Display: When any outbound call is placed, we absolutely do not want the individual user's DID or name to display as the Caller ID.
2. Agent-Initiated Calls (Queue-Based):
• When an agent makes an outbound call on behalf of a specific queue, the Caller ID must display the queue's dedicated main listed number. This is a critical functionality for our LOBs.
3. General Site Outbound Calls (UC/Staff & Others):
• When any outbound call is placed from a specific site (especially by UC/Staff users who aren't tied to queues for outbound and placing calls from hard-phones), the Caller ID must display that LOB's primary main listed phone number. This is the lack of GC client interaction for these UC users.

• Scalability: How do we configure 1000+ unique outbound ANIs (Calling Line IDs) without creating an unmanageable number of individual trunk configurations or external routes? 
• Hard Phones: Since most users are on hard phones and not interacting with the GC client for outbound number selection, the solution needs to be set up at the Genesys Cloud backend level (user, queue, site, trunk, external route).
• UC/Staff Users: How do we ensure these users, who aren't logged into the GC client, present the correct site-specific main number when making an outbound call from their hard phone?  Is there a default outbound ANI that can be applied to a "Site" or a group of users within a site?
• Cross-Site Agents: The added complexity of agents supporting queues across site boundaries further compounds the challenge of ensuring the correct ANI displays and selecting the right configuration method.
• Best Practice for Site-Specific Outbound ANI: What is the recommended Genesys Cloud approach for enforcing a site's main number as the outbound caller ID for all general calls originating from that site?
• Is it through External Routes and Number Plans?
• Does this require unique External Trunks per site (which seems excessive for 1000+)?

Lisa,

All the requirements you list are pretty complicated to wade through in a Community thread. There are many nuances that will require live discussion to get right. Do you have genesys Cloud consulting resources available, either through a Partner or direct with Genesys? Genesys PS can usually carve out a few hours to do some preliminary consultation, if you are direct.

• Scale: 900+ physical sites.
• Device Type: Approximately 99% of our users (both agents and staff) utilize hard phones for audio path.
• User Roles:
• Agents:  Use the GC desktop client (with audio path via hard phone)
• UC (Unified Communications) / Staff Roles: These users do not use the GC desktop client.  Their primary interaction with GC is via their hard phone for outbound calls.
• Numbering:
• Some individual users have DID numbers.
• Some sites host multiple lines of business (LOBs), with the possibility the agents supporting various LOBs.
• Each LOB has its unique queues with their unique "main listed phone numbers."
• Crucially, we are also moving towards a model where agents from multiple physical sites will be supporting queues that are conceptually tied to (or primarily use the numbers of) other sites or specific LOBs.

1. NO User DID/Name Display: When any outbound call is placed, we absolutely do not want the individual user's DID or name to display as the Caller ID.
2. Agent-Initiated Calls (Queue-Based):
• When an agent makes an outbound call on behalf of a specific queue, the Caller ID must display the queue's dedicated main listed number. This is a critical functionality for our LOBs.
3. General Site Outbound Calls (UC/Staff & Others):
• When any outbound call is placed from a specific site (especially by UC/Staff users who aren't tied to queues for outbound and placing calls from hard-phones), the Caller ID must display that LOB's primary main listed phone number. This is the lack of GC client interaction for these UC users.

• Scalability: How do we configure 1000+ unique outbound ANIs (Calling Line IDs) without creating an unmanageable number of individual trunk configurations or external routes? 
• Hard Phones: Since most users are on hard phones and not interacting with the GC client for outbound number selection, the solution needs to be set up at the Genesys Cloud backend level (user, queue, site, trunk, external route).
• UC/Staff Users: How do we ensure these users, who aren't logged into the GC client, present the correct site-specific main number when making an outbound call from their hard phone?  Is there a default outbound ANI that can be applied to a "Site" or a group of users within a site?
• Cross-Site Agents: The added complexity of agents supporting queues across site boundaries further compounds the challenge of ensuring the correct ANI displays and selecting the right configuration method.
• Best Practice for Site-Specific Outbound ANI: What is the recommended Genesys Cloud approach for enforcing a site's main number as the outbound caller ID for all general calls originating from that site?
• Is it through External Routes and Number Plans?
• Does this require unique External Trunks per site (which seems excessive for 1000+)?

Lisa,

All the requirements you list are pretty complicated to wade through in a Community thread. There are many nuances that will require live discussion to get right. Do you have genesys Cloud consulting resources available, either through a Partner or direct with Genesys? Genesys PS can usually carve out a few hours to do some preliminary consultation, if you are direct.

• Scale: 900+ physical sites.
• Device Type: Approximately 99% of our users (both agents and staff) utilize hard phones for audio path.
• User Roles:
• Agents:  Use the GC desktop client (with audio path via hard phone)
• UC (Unified Communications) / Staff Roles: These users do not use the GC desktop client.  Their primary interaction with GC is via their hard phone for outbound calls.
• Numbering:
• Some individual users have DID numbers.
• Some sites host multiple lines of business (LOBs), with the possibility the agents supporting various LOBs.
• Each LOB has its unique queues with their unique "main listed phone numbers."
• Crucially, we are also moving towards a model where agents from multiple physical sites will be supporting queues that are conceptually tied to (or primarily use the numbers of) other sites or specific LOBs.

1. NO User DID/Name Display: When any outbound call is placed, we absolutely do not want the individual user's DID or name to display as the Caller ID.
2. Agent-Initiated Calls (Queue-Based):
• When an agent makes an outbound call on behalf of a specific queue, the Caller ID must display the queue's dedicated main listed number. This is a critical functionality for our LOBs.
3. General Site Outbound Calls (UC/Staff & Others):
• When any outbound call is placed from a specific site (especially by UC/Staff users who aren't tied to queues for outbound and placing calls from hard-phones), the Caller ID must display that LOB's primary main listed phone number. This is the lack of GC client interaction for these UC users.

• Scalability: How do we configure 1000+ unique outbound ANIs (Calling Line IDs) without creating an unmanageable number of individual trunk configurations or external routes? 
• Hard Phones: Since most users are on hard phones and not interacting with the GC client for outbound number selection, the solution needs to be set up at the Genesys Cloud backend level (user, queue, site, trunk, external route).
• UC/Staff Users: How do we ensure these users, who aren't logged into the GC client, present the correct site-specific main number when making an outbound call from their hard phone?  Is there a default outbound ANI that can be applied to a "Site" or a group of users within a site?
• Cross-Site Agents: The added complexity of agents supporting queues across site boundaries further compounds the challenge of ensuring the correct ANI displays and selecting the right configuration method.
• Best Practice for Site-Specific Outbound ANI: What is the recommended Genesys Cloud approach for enforcing a site's main number as the outbound caller ID for all general calls originating from that site?
• Is it through External Routes and Number Plans?
• Does this require unique External Trunks per site (which seems excessive for 1000+)?

Lisa,

All the requirements you list are pretty complicated to wade through in a Community thread. There are many nuances that will require live discussion to get right. Do you have genesys Cloud consulting resources available, either through a Partner or direct with Genesys? Genesys PS can usually carve out a few hours to do some preliminary consultation, if you are direct.

• Scale: 900+ physical sites.
• Device Type: Approximately 99% of our users (both agents and staff) utilize hard phones for audio path.
• User Roles:
• Agents:  Use the GC desktop client (with audio path via hard phone)
• UC (Unified Communications) / Staff Roles: These users do not use the GC desktop client.  Their primary interaction with GC is via their hard phone for outbound calls.
• Numbering:
• Some individual users have DID numbers.
• Some sites host multiple lines of business (LOBs), with the possibility the agents supporting various LOBs.
• Each LOB has its unique queues with their unique "main listed phone numbers."
• Crucially, we are also moving towards a model where agents from multiple physical sites will be supporting queues that are conceptually tied to (or primarily use the numbers of) other sites or specific LOBs.

1. NO User DID/Name Display: When any outbound call is placed, we absolutely do not want the individual user's DID or name to display as the Caller ID.
2. Agent-Initiated Calls (Queue-Based):
• When an agent makes an outbound call on behalf of a specific queue, the Caller ID must display the queue's dedicated main listed number. This is a critical functionality for our LOBs.
3. General Site Outbound Calls (UC/Staff & Others):
• When any outbound call is placed from a specific site (especially by UC/Staff users who aren't tied to queues for outbound and placing calls from hard-phones), the Caller ID must display that LOB's primary main listed phone number. This is the lack of GC client interaction for these UC users.

• Scalability: How do we configure 1000+ unique outbound ANIs (Calling Line IDs) without creating an unmanageable number of individual trunk configurations or external routes? 
• Hard Phones: Since most users are on hard phones and not interacting with the GC client for outbound number selection, the solution needs to be set up at the Genesys Cloud backend level (user, queue, site, trunk, external route).
• UC/Staff Users: How do we ensure these users, who aren't logged into the GC client, present the correct site-specific main number when making an outbound call from their hard phone?  Is there a default outbound ANI that can be applied to a "Site" or a group of users within a site?
• Cross-Site Agents: The added complexity of agents supporting queues across site boundaries further compounds the challenge of ensuring the correct ANI displays and selecting the right configuration method.
• Best Practice for Site-Specific Outbound ANI: What is the recommended Genesys Cloud approach for enforcing a site's main number as the outbound caller ID for all general calls originating from that site?
• Is it through External Routes and Number Plans?
• Does this require unique External Trunks per site (which seems excessive for 1000+)?

Lisa,

All the requirements you list are pretty complicated to wade through in a Community thread. There are many nuances that will require live discussion to get right. Do you have genesys Cloud consulting resources available, either through a Partner or direct with Genesys? Genesys PS can usually carve out a few hours to do some preliminary consultation, if you are direct.

• Scale: 900+ physical sites.
• Device Type: Approximately 99% of our users (both agents and staff) utilize hard phones for audio path.
• User Roles:
• Agents:  Use the GC desktop client (with audio path via hard phone)
• UC (Unified Communications) / Staff Roles: These users do not use the GC desktop client.  Their primary interaction with GC is via their hard phone for outbound calls.
• Numbering:
• Some individual users have DID numbers.
• Some sites host multiple lines of business (LOBs), with the possibility the agents supporting various LOBs.
• Each LOB has its unique queues with their unique "main listed phone numbers."
• Crucially, we are also moving towards a model where agents from multiple physical sites will be supporting queues that are conceptually tied to (or primarily use the numbers of) other sites or specific LOBs.

1. NO User DID/Name Display: When any outbound call is placed, we absolutely do not want the individual user's DID or name to display as the Caller ID.
2. Agent-Initiated Calls (Queue-Based):
• When an agent makes an outbound call on behalf of a specific queue, the Caller ID must display the queue's dedicated main listed number. This is a critical functionality for our LOBs.
3. General Site Outbound Calls (UC/Staff & Others):
• When any outbound call is placed from a specific site (especially by UC/Staff users who aren't tied to queues for outbound and placing calls from hard-phones), the Caller ID must display that LOB's primary main listed phone number. This is the lack of GC client interaction for these UC users.

• Scalability: How do we configure 1000+ unique outbound ANIs (Calling Line IDs) without creating an unmanageable number of individual trunk configurations or external routes? 
• Hard Phones: Since most users are on hard phones and not interacting with the GC client for outbound number selection, the solution needs to be set up at the Genesys Cloud backend level (user, queue, site, trunk, external route).
• UC/Staff Users: How do we ensure these users, who aren't logged into the GC client, present the correct site-specific main number when making an outbound call from their hard phone?  Is there a default outbound ANI that can be applied to a "Site" or a group of users within a site?
• Cross-Site Agents: The added complexity of agents supporting queues across site boundaries further compounds the challenge of ensuring the correct ANI displays and selecting the right configuration method.
• Best Practice for Site-Specific Outbound ANI: What is the recommended Genesys Cloud approach for enforcing a site's main number as the outbound caller ID for all general calls originating from that site?
• Is it through External Routes and Number Plans?
• Does this require unique External Trunks per site (which seems excessive for 1000+)?

• Scale: 900+ physical sites.
• Device Type: Approximately 99% of our users (both agents and staff) utilize hard phones for audio path.
• User Roles:
• Agents:  Use the GC desktop client (with audio path via hard phone)
• UC (Unified Communications) / Staff Roles: These users do not use the GC desktop client.  Their primary interaction with GC is via their hard phone for outbound calls.
• Numbering:
• Some individual users have DID numbers.
• Some sites host multiple lines of business (LOBs), with the possibility the agents supporting various LOBs.
• Each LOB has its unique queues with their unique "main listed phone numbers."
• Crucially, we are also moving towards a model where agents from multiple physical sites will be supporting queues that are conceptually tied to (or primarily use the numbers of) other sites or specific LOBs.

1. NO User DID/Name Display: When any outbound call is placed, we absolutely do not want the individual user's DID or name to display as the Caller ID.
2. Agent-Initiated Calls (Queue-Based):
• When an agent makes an outbound call on behalf of a specific queue, the Caller ID must display the queue's dedicated main listed number. This is a critical functionality for our LOBs.
3. General Site Outbound Calls (UC/Staff & Others):
• When any outbound call is placed from a specific site (especially by UC/Staff users who aren't tied to queues for outbound and placing calls from hard-phones), the Caller ID must display that LOB's primary main listed phone number. This is the lack of GC client interaction for these UC users.

• Scalability: How do we configure 1000+ unique outbound ANIs (Calling Line IDs) without creating an unmanageable number of individual trunk configurations or external routes? 
• Hard Phones: Since most users are on hard phones and not interacting with the GC client for outbound number selection, the solution needs to be set up at the Genesys Cloud backend level (user, queue, site, trunk, external route).
• UC/Staff Users: How do we ensure these users, who aren't logged into the GC client, present the correct site-specific main number when making an outbound call from their hard phone?  Is there a default outbound ANI that can be applied to a "Site" or a group of users within a site?
• Cross-Site Agents: The added complexity of agents supporting queues across site boundaries further compounds the challenge of ensuring the correct ANI displays and selecting the right configuration method.
• Best Practice for Site-Specific Outbound ANI: What is the recommended Genesys Cloud approach for enforcing a site's main number as the outbound caller ID for all general calls originating from that site?
• Is it through External Routes and Number Plans?
• Does this require unique External Trunks per site (which seems excessive for 1000+)?

Hey Lisa

From my experience i can tell you the following.

Eventually, the Caller Id (and name) set in the Trunk level under "Prioritized Caller Selection"

From my experience it will always come down to:

The first Prioritized Caller to Call source (User DID, Queue or Campaign)

The second will be Site,

And the last will be trunk, so as you can guess from this remark, you can set Caller Id in the Queue and User level, In the Site level and in the Trunk level.

Thus, you still have small number of trunks, but big number of Calling Objects (Queue, Users) and Sites.

Each Queue has its own Caller Id, some Users have their own Caller Id (If you don't want to pass Users Caller Id, i think you can set that in the trunk level)

So, if the User place Call Via Q, he will go with the Q Identification, if he places without Q, he will go with the Site Identification.

The trunk Caller Id is just a fallback Id, no one really should go with that Caller Id.

The bottom line, you have to have big number of Sites, each Site with his own Caller Id, and small number of trunks.

Regarding Users that assigned to multiple Sites, if they are placing calls from Q, it's no problem, they go with the Q Caller Id regardless of their Site.

If Users place Calls not from a Q, and need different Caller ID for different calls, I can say quite confidentially that the only way to configure that is with Prefix

For example, if the user wants to dial to 1234 but he wants to go with different Caller ID then his normal Caller Id, 

So, he will Dial *991234, and you can capture this prefix *99

And calls with this prefix will be dial with different caller Id then calls that dialed normally with no prefix (configured via Site's Number Plans and maybe extra Trunks)

FYI

Unlike Legacy PBX, In GC, a Trunk, once set, its set, and you can configure many Trunk instances for this one connection

e.g. if you need two different requirements (maybe one trunk recording and the other not), you don't really have to create two trunks,

You will set one trunk\Connection (one set of IP Addresses and FQDN's), but two Trunk configuration instances, one instance will be set to record, and the other not.

So, if the reason you hesitate to create large number of Trunks in GC is because you don't want to manage many "Connections" IP Addresses, you can rethink that.

In Gc, once the Connection is set, you can configure many Trunk instances, delete them duplicate etc.

Hope that helps

Best regards,

• Scale: 900+ physical sites.
• Device Type: Approximately 99% of our users (both agents and staff) utilize hard phones for audio path.
• User Roles:
• Agents:  Use the GC desktop client (with audio path via hard phone)
• UC (Unified Communications) / Staff Roles: These users do not use the GC desktop client.  Their primary interaction with GC is via their hard phone for outbound calls.
• Numbering:
• Some individual users have DID numbers.
• Some sites host multiple lines of business (LOBs), with the possibility the agents supporting various LOBs.
• Each LOB has its unique queues with their unique "main listed phone numbers."
• Crucially, we are also moving towards a model where agents from multiple physical sites will be supporting queues that are conceptually tied to (or primarily use the numbers of) other sites or specific LOBs.

1. NO User DID/Name Display: When any outbound call is placed, we absolutely do not want the individual user's DID or name to display as the Caller ID.
2. Agent-Initiated Calls (Queue-Based):
• When an agent makes an outbound call on behalf of a specific queue, the Caller ID must display the queue's dedicated main listed number. This is a critical functionality for our LOBs.
3. General Site Outbound Calls (UC/Staff & Others):
• When any outbound call is placed from a specific site (especially by UC/Staff users who aren't tied to queues for outbound and placing calls from hard-phones), the Caller ID must display that LOB's primary main listed phone number. This is the lack of GC client interaction for these UC users.

• Scalability: How do we configure 1000+ unique outbound ANIs (Calling Line IDs) without creating an unmanageable number of individual trunk configurations or external routes? 
• Hard Phones: Since most users are on hard phones and not interacting with the GC client for outbound number selection, the solution needs to be set up at the Genesys Cloud backend level (user, queue, site, trunk, external route).
• UC/Staff Users: How do we ensure these users, who aren't logged into the GC client, present the correct site-specific main number when making an outbound call from their hard phone?  Is there a default outbound ANI that can be applied to a "Site" or a group of users within a site?
• Cross-Site Agents: The added complexity of agents supporting queues across site boundaries further compounds the challenge of ensuring the correct ANI displays and selecting the right configuration method.
• Best Practice for Site-Specific Outbound ANI: What is the recommended Genesys Cloud approach for enforcing a site's main number as the outbound caller ID for all general calls originating from that site?
• Is it through External Routes and Number Plans?
• Does this require unique External Trunks per site (which seems excessive for 1000+)?

Lisa,

In addition to the Shahar post, I recommend creating the "detailed design":

1. Get the LOB requirements for each site/location ("900+ physical sites") for 3 "user types":
   1. UC user ("UC (Unified Communications) / Staff Roles")
   2. Supervisor/CC Manager
   3. Agent 
2. Create the "full" DIDs/DID ranges list
3. Create the "logic" of assigning DID to each Trunk/Site/Queue/Group(?)/User (for example: "last 4 digits of the site assign DID will be the site number)
4. Assign the DID to each Trunk/Site/Queue/Group(?)/User (please pay attention, if this number will be used as "CallingID" (ANI), this number must be "callable", that means "if someone calls this number, he will get the answer (human answer/IVR/Voicemail)

Of course, this is only a "general guideline", if You need more "explanations" You can send me  a question/

Hey Lisa

From my experience i can tell you the following.

Eventually, the Caller Id (and name) set in the Trunk level under "Prioritized Caller Selection"

From my experience it will always come down to:

The first Prioritized Caller to Call source (User DID, Queue or Campaign)

The second will be Site,

And the last will be trunk, so as you can guess from this remark, you can set Caller Id in the Queue and User level, In the Site level and in the Trunk level.

Thus, you still have small number of trunks, but big number of Calling Objects (Queue, Users) and Sites.

Each Queue has its own Caller Id, some Users have their own Caller Id (If you don't want to pass Users Caller Id, i think you can set that in the trunk level)

So, if the User place Call Via Q, he will go with the Q Identification, if he places without Q, he will go with the Site Identification.

The trunk Caller Id is just a fallback Id, no one really should go with that Caller Id.

The bottom line, you have to have big number of Sites, each Site with his own Caller Id, and small number of trunks.

Regarding Users that assigned to multiple Sites, if they are placing calls from Q, it's no problem, they go with the Q Caller Id regardless of their Site.

If Users place Calls not from a Q, and need different Caller ID for different calls, I can say quite confidentially that the only way to configure that is with Prefix

For example, if the user wants to dial to 1234 but he wants to go with different Caller ID then his normal Caller Id, 

So, he will Dial *991234, and you can capture this prefix *99

And calls with this prefix will be dial with different caller Id then calls that dialed normally with no prefix (configured via Site's Number Plans and maybe extra Trunks)

FYI

Unlike Legacy PBX, In GC, a Trunk, once set, its set, and you can configure many Trunk instances for this one connection

e.g. if you need two different requirements (maybe one trunk recording and the other not), you don't really have to create two trunks,

You will set one trunk\Connection (one set of IP Addresses and FQDN's), but two Trunk configuration instances, one instance will be set to record, and the other not.

So, if the reason you hesitate to create large number of Trunks in GC is because you don't want to manage many "Connections" IP Addresses, you can rethink that.

In Gc, once the Connection is set, you can configure many Trunk instances, delete them duplicate etc.

Hope that helps

Best regards,

• Scale: 900+ physical sites.
• Device Type: Approximately 99% of our users (both agents and staff) utilize hard phones for audio path.
• User Roles:
• Agents:  Use the GC desktop client (with audio path via hard phone)
• UC (Unified Communications) / Staff Roles: These users do not use the GC desktop client.  Their primary interaction with GC is via their hard phone for outbound calls.
• Numbering:
• Some individual users have DID numbers.
• Some sites host multiple lines of business (LOBs), with the possibility the agents supporting various LOBs.
• Each LOB has its unique queues with their unique "main listed phone numbers."
• Crucially, we are also moving towards a model where agents from multiple physical sites will be supporting queues that are conceptually tied to (or primarily use the numbers of) other sites or specific LOBs.

1. NO User DID/Name Display: When any outbound call is placed, we absolutely do not want the individual user's DID or name to display as the Caller ID.
2. Agent-Initiated Calls (Queue-Based):
• When an agent makes an outbound call on behalf of a specific queue, the Caller ID must display the queue's dedicated main listed number. This is a critical functionality for our LOBs.
3. General Site Outbound Calls (UC/Staff & Others):
• When any outbound call is placed from a specific site (especially by UC/Staff users who aren't tied to queues for outbound and placing calls from hard-phones), the Caller ID must display that LOB's primary main listed phone number. This is the lack of GC client interaction for these UC users.

• Scalability: How do we configure 1000+ unique outbound ANIs (Calling Line IDs) without creating an unmanageable number of individual trunk configurations or external routes? 
• Hard Phones: Since most users are on hard phones and not interacting with the GC client for outbound number selection, the solution needs to be set up at the Genesys Cloud backend level (user, queue, site, trunk, external route).
• UC/Staff Users: How do we ensure these users, who aren't logged into the GC client, present the correct site-specific main number when making an outbound call from their hard phone?  Is there a default outbound ANI that can be applied to a "Site" or a group of users within a site?
• Cross-Site Agents: The added complexity of agents supporting queues across site boundaries further compounds the challenge of ensuring the correct ANI displays and selecting the right configuration method.
• Best Practice for Site-Specific Outbound ANI: What is the recommended Genesys Cloud approach for enforcing a site's main number as the outbound caller ID for all general calls originating from that site?
• Is it through External Routes and Number Plans?
• Does this require unique External Trunks per site (which seems excessive for 1000+)?

Yvgeni, Thank you for sharing your thoughts on this.

As a trunk has specific categories and requires a specific structure of what prioritizes over what, when it is referencing the "site" is that the site as configured on the phone or does it pull the user's location and use the site associated to the location?

Lisa,

In addition to the Shahar post, I recommend creating the "detailed design":

1. Get the LOB requirements for each site/location ("900+ physical sites") for 3 "user types":
   1. UC user ("UC (Unified Communications) / Staff Roles")
   2. Supervisor/CC Manager
   3. Agent 
2. Create the "full" DIDs/DID ranges list
3. Create the "logic" of assigning DID to each Trunk/Site/Queue/Group(?)/User (for example: "last 4 digits of the site assign DID will be the site number)
4. Assign the DID to each Trunk/Site/Queue/Group(?)/User (please pay attention, if this number will be used as "CallingID" (ANI), this number must be "callable", that means "if someone calls this number, he will get the answer (human answer/IVR/Voicemail)

Of course, this is only a "general guideline", if You need more "explanations" You can send me  a question/

Hey Lisa

From my experience i can tell you the following.

Eventually, the Caller Id (and name) set in the Trunk level under "Prioritized Caller Selection"

From my experience it will always come down to:

The first Prioritized Caller to Call source (User DID, Queue or Campaign)

The second will be Site,

And the last will be trunk, so as you can guess from this remark, you can set Caller Id in the Queue and User level, In the Site level and in the Trunk level.

Thus, you still have small number of trunks, but big number of Calling Objects (Queue, Users) and Sites.

Each Queue has its own Caller Id, some Users have their own Caller Id (If you don't want to pass Users Caller Id, i think you can set that in the trunk level)

So, if the User place Call Via Q, he will go with the Q Identification, if he places without Q, he will go with the Site Identification.

The trunk Caller Id is just a fallback Id, no one really should go with that Caller Id.

The bottom line, you have to have big number of Sites, each Site with his own Caller Id, and small number of trunks.

Regarding Users that assigned to multiple Sites, if they are placing calls from Q, it's no problem, they go with the Q Caller Id regardless of their Site.

If Users place Calls not from a Q, and need different Caller ID for different calls, I can say quite confidentially that the only way to configure that is with Prefix

For example, if the user wants to dial to 1234 but he wants to go with different Caller ID then his normal Caller Id, 

So, he will Dial *991234, and you can capture this prefix *99

And calls with this prefix will be dial with different caller Id then calls that dialed normally with no prefix (configured via Site's Number Plans and maybe extra Trunks)

FYI

Unlike Legacy PBX, In GC, a Trunk, once set, its set, and you can configure many Trunk instances for this one connection

e.g. if you need two different requirements (maybe one trunk recording and the other not), you don't really have to create two trunks,

You will set one trunk\Connection (one set of IP Addresses and FQDN's), but two Trunk configuration instances, one instance will be set to record, and the other not.

So, if the reason you hesitate to create large number of Trunks in GC is because you don't want to manage many "Connections" IP Addresses, you can rethink that.

In Gc, once the Connection is set, you can configure many Trunk instances, delete them duplicate etc.

Hope that helps

Best regards,

• Scale: 900+ physical sites.
• Device Type: Approximately 99% of our users (both agents and staff) utilize hard phones for audio path.
• User Roles:
• Agents:  Use the GC desktop client (with audio path via hard phone)
• UC (Unified Communications) / Staff Roles: These users do not use the GC desktop client.  Their primary interaction with GC is via their hard phone for outbound calls.
• Numbering:
• Some individual users have DID numbers.
• Some sites host multiple lines of business (LOBs), with the possibility the agents supporting various LOBs.
• Each LOB has its unique queues with their unique "main listed phone numbers."
• Crucially, we are also moving towards a model where agents from multiple physical sites will be supporting queues that are conceptually tied to (or primarily use the numbers of) other sites or specific LOBs.

1. NO User DID/Name Display: When any outbound call is placed, we absolutely do not want the individual user's DID or name to display as the Caller ID.
2. Agent-Initiated Calls (Queue-Based):
• When an agent makes an outbound call on behalf of a specific queue, the Caller ID must display the queue's dedicated main listed number. This is a critical functionality for our LOBs.
3. General Site Outbound Calls (UC/Staff & Others):
• When any outbound call is placed from a specific site (especially by UC/Staff users who aren't tied to queues for outbound and placing calls from hard-phones), the Caller ID must display that LOB's primary main listed phone number. This is the lack of GC client interaction for these UC users.

• Scalability: How do we configure 1000+ unique outbound ANIs (Calling Line IDs) without creating an unmanageable number of individual trunk configurations or external routes? 
• Hard Phones: Since most users are on hard phones and not interacting with the GC client for outbound number selection, the solution needs to be set up at the Genesys Cloud backend level (user, queue, site, trunk, external route).
• UC/Staff Users: How do we ensure these users, who aren't logged into the GC client, present the correct site-specific main number when making an outbound call from their hard phone?  Is there a default outbound ANI that can be applied to a "Site" or a group of users within a site?
• Cross-Site Agents: The added complexity of agents supporting queues across site boundaries further compounds the challenge of ensuring the correct ANI displays and selecting the right configuration method.
• Best Practice for Site-Specific Outbound ANI: What is the recommended Genesys Cloud approach for enforcing a site's main number as the outbound caller ID for all general calls originating from that site?
• Is it through External Routes and Number Plans?
• Does this require unique External Trunks per site (which seems excessive for 1000+)?

Hey Lisa

From my experience i can tell you the following.

Eventually, the Caller Id (and name) set in the Trunk level under "Prioritized Caller Selection"

From my experience it will always come down to:

The first Prioritized Caller to Call source (User DID, Queue or Campaign)

The second will be Site,

And the last will be trunk, so as you can guess from this remark, you can set Caller Id in the Queue and User level, In the Site level and in the Trunk level.

Thus, you still have small number of trunks, but big number of Calling Objects (Queue, Users) and Sites.

Each Queue has its own Caller Id, some Users have their own Caller Id (If you don't want to pass Users Caller Id, i think you can set that in the trunk level)

So, if the User place Call Via Q, he will go with the Q Identification, if he places without Q, he will go with the Site Identification.

The trunk Caller Id is just a fallback Id, no one really should go with that Caller Id.

The bottom line, you have to have big number of Sites, each Site with his own Caller Id, and small number of trunks.

Regarding Users that assigned to multiple Sites, if they are placing calls from Q, it's no problem, they go with the Q Caller Id regardless of their Site.

If Users place Calls not from a Q, and need different Caller ID for different calls, I can say quite confidentially that the only way to configure that is with Prefix

For example, if the user wants to dial to 1234 but he wants to go with different Caller ID then his normal Caller Id, 

So, he will Dial *991234, and you can capture this prefix *99

And calls with this prefix will be dial with different caller Id then calls that dialed normally with no prefix (configured via Site's Number Plans and maybe extra Trunks)

FYI

Unlike Legacy PBX, In GC, a Trunk, once set, its set, and you can configure many Trunk instances for this one connection

e.g. if you need two different requirements (maybe one trunk recording and the other not), you don't really have to create two trunks,

You will set one trunk\Connection (one set of IP Addresses and FQDN's), but two Trunk configuration instances, one instance will be set to record, and the other not.

So, if the reason you hesitate to create large number of Trunks in GC is because you don't want to manage many "Connections" IP Addresses, you can rethink that.

In Gc, once the Connection is set, you can configure many Trunk instances, delete them duplicate etc.

Hope that helps

Best regards,

• Scale: 900+ physical sites.
• Device Type: Approximately 99% of our users (both agents and staff) utilize hard phones for audio path.
• User Roles:
• Agents:  Use the GC desktop client (with audio path via hard phone)
• UC (Unified Communications) / Staff Roles: These users do not use the GC desktop client.  Their primary interaction with GC is via their hard phone for outbound calls.
• Numbering:
• Some individual users have DID numbers.
• Some sites host multiple lines of business (LOBs), with the possibility the agents supporting various LOBs.
• Each LOB has its unique queues with their unique "main listed phone numbers."
• Crucially, we are also moving towards a model where agents from multiple physical sites will be supporting queues that are conceptually tied to (or primarily use the numbers of) other sites or specific LOBs.

1. NO User DID/Name Display: When any outbound call is placed, we absolutely do not want the individual user's DID or name to display as the Caller ID.
2. Agent-Initiated Calls (Queue-Based):
• When an agent makes an outbound call on behalf of a specific queue, the Caller ID must display the queue's dedicated main listed number. This is a critical functionality for our LOBs.
3. General Site Outbound Calls (UC/Staff & Others):
• When any outbound call is placed from a specific site (especially by UC/Staff users who aren't tied to queues for outbound and placing calls from hard-phones), the Caller ID must display that LOB's primary main listed phone number. This is the lack of GC client interaction for these UC users.

• Scalability: How do we configure 1000+ unique outbound ANIs (Calling Line IDs) without creating an unmanageable number of individual trunk configurations or external routes? 
• Hard Phones: Since most users are on hard phones and not interacting with the GC client for outbound number selection, the solution needs to be set up at the Genesys Cloud backend level (user, queue, site, trunk, external route).
• UC/Staff Users: How do we ensure these users, who aren't logged into the GC client, present the correct site-specific main number when making an outbound call from their hard phone?  Is there a default outbound ANI that can be applied to a "Site" or a group of users within a site?
• Cross-Site Agents: The added complexity of agents supporting queues across site boundaries further compounds the challenge of ensuring the correct ANI displays and selecting the right configuration method.
• Best Practice for Site-Specific Outbound ANI: What is the recommended Genesys Cloud approach for enforcing a site's main number as the outbound caller ID for all general calls originating from that site?
• Is it through External Routes and Number Plans?
• Does this require unique External Trunks per site (which seems excessive for 1000+)?