Block **INTERNAL** CallerID **NUMBER** 1

You can do it but its tidious and with the potential of breaking a lot of things if not configured and planned properly.
Create a partition called Agent_phones
Copy the existing CSS of the agent phones and name it Agent_CSS and add the Agent_phones partition to it.
Change all the agent phones partitions and CSS to the above.

Create a translation pattern that matches the pattern used for the agent DN's, say 75XX.
Put it in the regular phones partition (not the Agent_phones) and the Agent_CSS.
Change the calling party transformation mask to the agent queue pilot (cti route point).

Now when an agent calls an end user it will show their extension, eg 7501. When the user calls them back dialing 7501 it will get tranlated to the queue application trigger and end user will go into the queue like everyone else.

Make sure that the Unity and Uccx CSS's get the Agent-Phones partition added to them on top of the regular phones partition or the agents will never get another call from uccx or a voice message.

Tricky but it works. Where it's going to get hairy is after you implement it, you'll have users requesting to be able to call these users directly on their agent line. Example, VP,s and VP's assistants that will not wait in queue with the common folks. Or any other powertrip case.
Then you are adding more and more CSS's to accomodate those users and you are back to square one, since some can call them and some can't creating a troubleshooting nightmare.

Be aware that this can potentially break the call center if not properly configured. Do it in a test environment first.

I forgot to note that you can also change the calling party transformation mask on the translation pattern noted above to show the application trigger so callers don't even see the agents true DN.

Thanks whykap!!
Compounding the issue is the agent's phones each have only one DN, their own private one, from which they log into the queue.

While hiding the agent's number display is important, we cannot redirect callers into the queue who dial the employee (AGENT'S) listed number, which unfortunately are one in the same. (thank you VAR... thank you )

I did find a way to do it in the translation pattern, where we transform the dialed number into the actual (non-DID) phone number of the queue. In the TP you can optionally restrict display of either or both the number and the name. We chose to hide only the number, because if you restrict the name from appearing then the caller sees "Private" in their display, which we also don't want them to see. (it would be nice to be able to make this say something besides 'private' but I don't want to touch anything with global implications)

By changing the cti port you can insert whatever information (literally anything) you want the caller to see during the ringing state, then when answered, only the agent's name appears (by virtue of the restriction applied to the TP previously).

Anyway, with this I'm 99% of where I wanted to be and I think the mgr will be satisfied. Thanks again for your help

(there are times when I really miss the old Mitel, and this is one of them)


Original MUG/NAMU Charter Member