Set the outbound calling information in PureCloud Voice


Prerequisites
  • Telephony Admin role

Genesys recommends setting up an outbound calling address and an outbound calling name. The calling address and the calling name you set up appear on your customer’s phones as the caller ID.

Setting an address and name prevents internal company extension numbers and agent names from appearing as caller ID. Best practice is to use the main number for your contact center as the calling address and the name of your company as the calling name.

When setting up the outbound calling address, you can use any number you want. PureCloud Voice does not enforce or verify that you own the number you use for the outbound calling address. However, most countries have strict regulations against using numbers you do not own as the calling address. Some countries and carriers even restrict calls through their networks if they believe that the calling address is not correct, or not owned by the originating carrier. (In the case of PureCloud Voice, Genesys is the originating carrier.)

Genesys has no control over these regulations. Therefore, be prepared to provide proof of ownership for any number you use as the calling address.

Note: PureCloud Voice always delivers the specified calling name, but it 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.

To set up the outbound calling information:

  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.
      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.
    • 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.