Hello,
We are encountering difficulties in understanding why consult transfers are made in the form of masked numbers (anonymous numbers). When an agent consults a call to an external number, the external contact receives the call as anonymous or hidden number. Do you have any idea why this happens and how we can address this issue?
Thank you in advance for your assistance.
Bumping this topic...
Hello,
The Genesys Cloud Community Forum is a better place for questions related to configuration of the platform.
The Developer forum is meant for questions related to our APIs and SDKs.
You need to define/chose what number is sent out on outbound calls.
You can check Trunk settings - Calling section and have a look at this page - Use the Prioritized Caller Selection feature to configure caller ID information.
Regards,
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