Note: This article applies to Genesys Cloud for Zendesk.

After you install Genesys Cloud for Zendesk, you can enable configurable caller ID and set the default country code for outbound SMS interactions.

  1. In the left navigation pane in Zendesk, click the Genesys Cloud icon.
  2. Configure the following settings:
    • Configurable Caller ID allows agents to input caller ID names and numbers in the client.

      The names and phone numbers that agents input appear to recipients of outbound calls. After enabling this setting, configure Calling for your external trunk in your Genesys Cloud organization. For more information, see Configure caller ID.

    • Default Outbound SMS Country Code allows you to control which country code appears in the client when agents send outbound SMS messages.

      For more information, see Send an SMS message.

  3. Click Save.

Click image to enlarge.Settings for Outbound Interactions in Genesys Cloud for Zendesk

For the other settings, see Settings in Genesys Cloud for Zendesk.

For more information about the integration, see About Genesys Cloud for Zendesk.