Set Up Google Verified Calling

Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

Google Verified Calling adds a digital signature to outbound calls. This digital signature displays the name of the company, the brand logo, the verified identity to prevent spoofing, and the reason for calling. Google Verified Calling:

Works only on Android devices running version Oreo and above.
Is not compatible with Windows or iOS devices.
Is not dependent on cell phone carrier.

Prerequisites for Google Verified Calling

Before you can make verified calls to users, you need to:

Register as a partner with Google Verified Calls. As a partner, you can create agents for brands that you manage and verify calls through those agents.
Have the Google Phone app. Many devices have this app installed automatically.

Set Up Google Verified Calling

Create a call suppression script in Studio.
- This script must contain logic to call an ACD System that recognizes, routes, and connects contacts to available agents based on skill and priority. API APIs allow you to automate certain functionality by connecting your CXone system with other software your organization uses.. The ACD API you use must call the HTTP POST Google API so it can register calls.
- Be sure to use the Snippet action in this script to set your brand number. Use the following format:
  copy
```
pData.brandNumber="+12345678910"
```
Create an outbound voice ACD skill. You need to identify your outbound strategy for this step. You can create the skill for manual outbound dialing or for Personal Connection outbound dialing.

Enable Override Caller ID and set the Caller ID to the same value you used for your brand number in the call suppression script. If these settings are not defined in the skill, Google Verified Calling will not work.
Assign the call suppression script and users to the skill you just created.

If you want to capture logs for Google Verified Calling, open your suppression script in Studio and click Debug > Capture Script > Continuous. This ensures that you capture each instance of the script as it runs.

Reporting

You can access Google reports for your calls that use Google Verified Calling. Refer to the Google Verified Calls documentation for help.

You can also see data on all your Google Verified Calls in a number of reports within CXone, just as you would with other interaction data.