Genesys Cloud – Caller ID improvements for outbound calls

In a future release, Genesys Cloud will allow business users to select the outbound caller ID when placing outbound calls. This change gives users more control over how their calls appear to recipients and helps align outbound calls with the correct business identity.

Previously, outbound caller ID for outbound calls defaulted to a number chosen by the trunk precedence list, which could cause a generic or unexpected number to appear. With this enhancement, users and administrators can choose from approved numbers to better reflect the purpose of the call.

Key capabilities include:

• User selectable outbound caller IDs – users can choose to place calls using either their own number or a group number.
• Sticky dial on behalf of – the Caller ID selection can remain active across calls until changed.
• Admin approved lists assigned to users – administrators control which caller ID options are available for each user.

This update helps ensure that customers receive calls from the right number, whether the call is on behalf of an individual, a store, or a business unit.