PureCloude - Changing ANI for Click-to-Call in SalesForce

Genesys Cloud Integrations
1

Hi all and thanks for reading!

We are looking for a way to change the ANI (Calling Party Number) when using Click-to-Call in a SalesForce object (contact, case, etc).

Since we provide services from several companies we have a lot of public numbers al around the world, and we need to show the associated one depending on the company we are calling on behalf of. So calls from the same company to the same country, should show the same Calling Party Number.

We have more than 50 queues, so switching from one to another prior to make the call is not feasible.

Does anyone know a way to do this?

Thanks in advance!

Patricio

2

The work falls more inside of Salesforce than Genesys, but you can use some Apex magic to specify caller ID, Name, Queue when a user does a click to dial:

3

Hi Brad! Thank you very much for your answer! I will share this info with our SalesForce technician! Let's see if he manage to develop this.
Do you have an example to share, or is just that easy as following the one in the link?
Bests,
Patricio

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