Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: blacklord on May 28, 2010, 04:44:07 AM

Title: Presenting random numbers on Outbound
Post by: blacklord on May 28, 2010, 04:44:07 AM

Hi all,

Here in Australia, we're are required to present a number on outbound calls so that customers with Calling Line Identification can see the number that is calling them.

We are already doing that, however, as we are a Collections area we wish to use a random number from a pool of mobile numbers.

We are using OCS 7.6 on a Cisco platform - is there any way to do this ? I suspect it's not going to be a Genesys solution.

Lance

Title: Re: Presenting random numbers on Outbound
Post by: tony on May 28, 2010, 07:53:52 AM

You are correct - the presentation of a CLI is telephony, rather than CTI.

Also, as far as I know, presenting a valid CLI to customers is mandatory, by most international laws.  Presenting a random CLI number seems a little covert, if not then quite possibly illegal.  See this article and the links for more information:

http://www.efa.org.au/Issues/Privacy/cni-complaints/cni-technical.html

What are your reasons for wanting to do this, rather than presenting a permanent CLI?

TT

Title: Re: Presenting random numbers on Outbound
Post by: blacklord on May 31, 2010, 03:05:29 AM

A different number for each campaign is required to allow measurement of response per returned call per campaign - nothing covert at all.

In fact, for a collections area, where we are contacting customers (assumed relationship) we are not required to present a number at all under the applicable legislation.

However, I notice that this can be sent on a per campaign basis within OCM, so looks like we'll do it via Genesys after all.

Title: Re: Presenting random numbers on Outbound
Post by: cavagnaro on May 31, 2010, 04:14:51 AM

[quote author=blacklord link=topic=5580.msg24419#msg24419 date=1275275129]
A different number for each campaign is required to allow measurement of response per returned call per campaign - nothing covert at all.
[/quote]

So shouldn't be random numbers...right? But numbers that are in your PRI ISDN line range, is that right? So the customer will return the call...if so, in your PBX you must create a prefix to allow the dial out using that DID number as identification and then configure the calling list to dial using this prefix so the call will be made with this DID.