Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: gcs-freedom on October 10, 2014, 09:16:00 PM

Title: Is there any Caller ID and Description Configuration in Genesys
Post by: gcs-freedom on October 10, 2014, 09:16:00 PM

All,

Our Genesys product is Version 6.5 which is very old.

Is there any Caller ID and Description Configuration done in Genesys applications - Config Manager?
Our call center wants to change the description on the caller ID the customers see when they get the call from "ABC" to "XYZ".

We checked with PBX telephone systems and they say it is not configured on their end.
I checked the Configuration manager for the dialers and I couldn't find any configuration for the caller id.

Any help is appreciated.

Thanks

Title: Re: Is there any Caller ID and Description Configuration in Genesys
Post by: Kubig on October 13, 2014, 01:55:58 PM

All depends on used PBX type, but in general, you should be able to find similiar "configuration" within routing strategies.

Without any deep information about your goal and platform is not possible to help you.

Just for information, Genesys release 6.5 is so old and there is many reason for make an upgrade.

Title: Re: Is there any Caller ID and Description Configuration in Genesys
Post by: gcs-freedom on October 14, 2014, 05:22:58 PM

Thanks for the response.
Not sure if I was clear in my request...

All the calls being dialed out of the dialer for Sales teams and collection teams. This is outbound dialing thru genesys dialer.
When the customer receives this call, they see "###-###-####; ABC Company".
Now the business wants to change it to "###-###-####; XYZ Company".

We checked with PBX side and they say there is no configuration done on their end for Company name to appear on the caller id.

I checked all Genesy Config Manager and couldn't find anywhere this is done.

Any thoughts - Is this company description configuration done on Genesys side at all? If so, where can I check.

FYI...there aren't any routing strategies for the dialers.

Thanks,

Title: Re: Is there any Caller ID and Description Configuration in Genesys
Post by: cavagnaro on October 14, 2014, 08:12:10 PM

no routing for dialers? Then must be your PBX. Check URS and OCS logs. We can't guess

Title: Re: Is there any Caller ID and Description Configuration in Genesys
Post by: genesysguru on October 15, 2014, 12:44:49 PM

OK - so you are calling about the CLI/CPN on the outbound call. I was going to suggest SIP configuration until I realised you are on 6.5. Agree that this is more than likely to be configuration by whoever provides your outbound trunks.

Regards

Title: Re: Is there any Caller ID and Description Configuration in Genesys
Post by: gcs-freedom on October 15, 2014, 10:33:00 PM

Thank you cavagnaro and genesysguru for your inputs.

Yes we have the dated 6.5 version.
We have contacted the vendor who provides the trunk services about this. We are waiting on them.

Thanks,