Genesys Cloud
User-level caller ID selection for non-acd calls
| Announced on | Effective date | Aha! idea |
|---|---|---|
| 2025-09-22 | - | Aha! link |
In a future release, Genesys Cloud will allow users to select the outbound Caller ID when placing non-ACD (non-queue) calls. Previously, users without a direct number viewed a generic number based on truck precedence. With this new feature, users or administrators can choose from an approved list of Caller IDs (for example, direct lines or group numbers), to ensure that calls display accurate and recognizable identification. This feature helps users manage their outbound identity more effectively, while giving organizations better control over call presentation and professionalism.
Why this matters?
This feature closes a gap between ACD and non-ACD calling behavior. ACD calls already support caller ID selection (for example, calling on behalf of a queue), but non-ACD calls have lacked this flexibility. Now, business and communicate users can control how their outbound calls are represented, improving consistency, identification, and trust.
What’s changing?
- Caller ID drop-down for non-ACD calls – A new user-facing drop-down menu in the non-ACD dialpad allows caller ID selection.
- Admin control – Administrators define which Caller IDs are available to each user or group, ensuring proper usage.
- Sticky selection – The system remembers the last selected Caller ID for convenience in future calls.
- Alignment with ACD behavior – Mimics existing caller ID selection functionality available in ACD scenarios.
Key benefits
- Accurate identification – Calls display the correct number (for example, a user’s direct line or a department number), making them recognizable to recipients.
- Flexibility for different roles – Supports users who must place calls on behalf of various business lines, groups, or departments.
- Administrative oversight – Gives admins control over which numbers are used, helping maintain compliance and branding consistency.
- Streamlined experience – Aligns non-ACD calling with ACD call behavior, which reduces confusion and training needs.
UI updates
