Set the outbound calling address under PureCloud Voice


Prerequisites
  • Telephony Admin role

Genesys recommends setting up the outbound calling address and outbound calling name.

  • The outbound calling address is the number that appears on phones as the Caller ID. Setting an address prevents internal company extension numbers from appearing as caller IDs. 
  • The outbound calling name is the name that appears on phones as the Caller ID. Setting a name prevents agent names from appearing as caller IDs.
Note: In PureCloud Voice, the specified Calling Name will always be delivered, but may not always be displayed on the called device. The called party’s carrier is solely responsible for determining whether to display Calling Name information provided by PureCloud Voice.

  1. Click Admin.
  2. Under Telephony, click Trunks.
  3. On the External Trunks tab, locate and select your trunk.
  4. Under the Outbound – Calling section, add the following items:
    • In the Address box, type the number that you want to appear as the caller ID for outbound calls.

      For example, use the main contact number for your call center.

      Note: Use the E.164 format for the calling address, which includes the plus sign (+) and the country code. For the U.S, the E.164 format is +1 before the area code and phone number.

    • In the Name box, type the name that you want to appear as the caller ID for outbound calls.

      For example, use the name of your company.

    • From the Address Override Method list, select the appropriate option.  
      • Always: Always use this number for the caller ID.
      • Unassigned DID: Only use this number for the caller ID when no DID number is assigned to the user’s phone.
    • From the Name Override Method list, select the appropriate option. 
      • Always: Always use this name for the caller ID.
      • Unassigned DID: Only use this name when no name is assigned to the user’s phone.
  5.  Click Save External Trunk.