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Inbound Caller ID


frederick
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We would like to modify the caller id per AA during inbound call to the agents. How can this be realized? I tried the ANI in the AA but didnt worked. I can still receive the Original Inbound Caller ID. Thanks.

 

Do you want to use an external application for modify the Caller-ID? Do you want to change the Display-Name or the telephone number? Maybe the address book could be an option for that.

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Do you want to use an external application for modify the Caller-ID? Do you want to change the Display-Name or the telephone number? Maybe the address book could be an option for that.

Basically, we would like to change the inbound Caller ID name, but retain the Caller Telephone number.

Is this inbound Caller ID modification supported in the AA side? If not are there any plans to include this in the future?

 

Thanks,

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Maybe you can make an example, I still don't get the point...

Okay, we are trying to identify callers based on the selection they do in the AA or Agent Group, for ex. 1 caller selected gold account, another caller selected basic account, etc.

Using a caller ID name, we can see (from the agent's caller ID display) that the call is for gold clients queue or basic queue, but the calling number has to be the original number from the Client.

 

Thanks again.

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Okay, we are trying to identify callers based on the selection they do in the AA or Agent Group, for ex. 1 caller selected gold account, another caller selected basic account, etc.

Using a caller ID name, we can see (from the agent's caller ID display) that the call is for gold clients queue or basic queue, but the calling number has to be the original number from the Client.

 

Thanks again.

Whic phones are you using, in our Snom phones, it show the agent group name the caller reached, plus his original caller ID.

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Okay, we are trying to identify callers based on the selection they do in the AA or Agent Group, for ex. 1 caller selected gold account, another caller selected basic account, etc.

Using a caller ID name, we can see (from the agent's caller ID display) that the call is for gold clients queue or basic queue, but the calling number has to be the original number from the Client.

 

Thanks again.

 

 

There are two ways to do this: You don't use the Caller ID Name.

 

1. When the caller presses 1 have the AA send the caller to a ACD Group that has a Display Name "Gold Account"

When the caller presses 2 have the AA send the caller to a different ACD Group that has a Display Name "Silver Account" etc....

Set the "From: Header" in the ACD to "Group Name (Calling Party)"

 

When the caller is answered from the ACD Group the "Group Name with Calling Party" will appear.

 

2. You can use the same method with "Hunt Groups" if you don't want to have them wait in a Que Group.

 

I have not tried this out myself, but we do use a similar method. So I'm not sure if "Calling Party" is the Caller ID Name or Number.

 

BillH

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There are two ways to do this: You don't use the Caller ID Name.

 

1. When the caller presses 1 have the AA send the caller to a ACD Group that has a Display Name "Gold Account"

When the caller presses 2 have the AA send the caller to a different ACD Group that has a Display Name "Silver Account" etc....

Set the "From: Header" in the ACD to "Group Name (Calling Party)"

 

When the caller is answered from the ACD Group the "Group Name with Calling Party" will appear.

 

2. You can use the same method with "Hunt Groups" if you don't want to have them wait in a Que Group.

 

I have not tried this out myself, but we do use a similar method. So I'm not sure if "Calling Party" is the Caller ID Name or Number.

 

BillH

 

Thank you. I used it in the ACD. it works fine!

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