Transferring Call-Information Display

[Ted]

Scenario: I have a client that has several businesses with multiple DIDs coming into a single customer care center. I have set up several hunt groups (the volume of calls dont warrant a agent group) that display the name of the hunt group and the DID that is calling. When the inbound call comes in it works great because the agents can brand the greeting based on the hunt group name being displayed on their phones (Snom 821s).

 

Question: As i said this all works as planned until a call is transferred internally. At that point the only information being transferred with the call internally is the DID and not the group name of the Hunt Group. Occasionally they transfer calls to other users for back up or level 2 support. When this happens the internal people have no idea which business customer is calling?

 

Is there a setting I am missing or is this a bug?

 

Thank you!

[Vodia support]

It's difficult topic, the agent transferring the call must announce this information, Once the call leave the hunt group the PBX will just use the incoming name or DID.

This would be even more difficult when the call is transferred again.. at a glance it sounds like a feature request but will bring other issues when manipulating the From field.