Configure Caller ID Groups for non-ACD calls

You can configure a set of Caller ID options that agents can use when making non-ACD calls. The Caller ID options that you configure will then allow agents to select the Caller ID that they want to use when making a non-ACD call from the Genesys Cloud dial pad. 

1. Click Menu > Digital and Telephony > Caller ID Groups.
2. Optionally, click Customize to select the columns you want to display on the Caller ID Groups table.
3. Click Add. The Add Caller ID Group panel appears.
4. In the Name box, enter the name you want to assign to the Caller ID Group.
5.  In the Division box, select the division in which you want this Caller ID Group to belong.
6.  In the Description box, enter a brief description of this Caller ID Group.
7. Click Add. The new Caller ID Group window appears.
8. Click Add. The Add caller ID dialog appears.
9. Select an Address format. Either E.164 or Other.
10. In the Caller address box:
    • If you select E.164, select a country code icon and enter the number you want to use.
    • If you select Other, enter the number you want to use.
11. Click Add. The Caller ID is added.
12. Click the Members tab.
13. Optionally, click Customize to select the columns you want to display on the Members tab,
14. Click Add. The Add members panel appears.
15. Select the users or groups that you want to be able to use this Caller ID Group.
16. Click Add. 

Agent permission

To be able to use a Caller ID Group, an agent must be assigned a role that has the User’s own effective caller IDs – View permission.

For more information, see Assign roles, divisions, licenses, and add-ons and Work with roles and permissions.

Using a Caller ID Group

When an agent has the proper permission assigned to their role, they can use the Caller ID Group feature by selecting the Call on behalf of box in the dialpad when making a call or the Transfer on behalf of… option when transferring a call. For more information, see Make a call or Transfer a non-ACD call.