Caller ID display on customer phone

[gen_den]

Hi Experts,

I have a scenario where customer schedules a callback and gets the callback.
Now the requirements is when customer gets a callback, the number displayed in the phone should depend upon his profile.

So if X customer gets a callback on his phone it should display call came from 123 number. and if Y customer gets a callback on his phone it should display 789 .

Can I do any specific configurations in Trunk DN level? Or will it be provider who will do this , but that from Genesys side i need to send something in SIP header so that provider can differentiate .

Any suggestions?

[hsujdik]

Check if option "cpn" suits your needs

[gen_den]

suppose I create two trunks with cpn option on both of them with different cpn values.
how will my SIP server recognise which trunk to use  when profile is X or Y?

[cavagnaro]

Why is this need and why different DDD has to be shown?
I guess that calls are diffents, so you could use differnt dialing prefix maybe so each prefix has his own trunk and each with its own rules

[Dionysis]

This is actually a very common requirement Cav, although usually it's governed by who (eg which team or campaign) is making the call rather than who is receiving it. 

Using a different prefix option on the trunk will specify the trunk to use on the way out.  Watch out for this when transferring calls though, using the REFER method breaks this behaviour and will likely cause something strange to happen later.

Is it literally for 2 different customers though?  Or 2 groups of customers?

If it's 2 individuals, look into using Trunk Group DN's instead, might make it easier (no prefixes required that way).

[cavagnaro]

Well I guess it can be something for customers to return the calls, but then comes a complete design, right? the whole 360 involving all strategies
I would put those Prefixes only on the calling lists, so you don't mess with agents or normal sets.
So you have different calling lists for different needs on business rules considering on how customers want to or need to callback.

[gen_den]

Sorry if i forgot to mention but it's a GMS callback. and yes it;s for 2 different customer.

For now I used the prefix option in GMS services. So SIP server can select the trunk depending upon the prefix.

Any other solution? or it is the best .

[cavagnaro]

Only solution I think.