KurpeusLondon
Technical User
Hi guys,
I'm looking for a solution to give my ACD users the capability to be away from their desk while giving them the possibility to answer calls.
I can program call forwarding always on the ACD set but it does not forward the call if this call originates from the ACD path. However, when the set rings I can manually transfer the call to any other destination (programmed with call forwarding always and by simply pressing the transfer key).
During a night shift, my user is the only one agent present and must answer different ACD path. As we provide whitelabel services, he needs to be able to differenciate calls.
What I'm hoping to achieve is, if my user remove his group presence using the group presence key and I set up the path unavailable to a nametag huntgroup with call forwarding always to a ring group, my user should be able to see on his SIP phone the calling party. However when I try, the number being displayed is the extension of the phone, not the nametag huntgroup.
I checked the packet payload and I can see the "call diversion" header with the correct nametag huntgroup information.
I wonder if it's a limitation of the SIP client I'm using or if it's because I misconfigured the CoS/SIP form and the information of the "ip device only" should be hidden.
Any idea ?
Cheers,
I'm looking for a solution to give my ACD users the capability to be away from their desk while giving them the possibility to answer calls.
I can program call forwarding always on the ACD set but it does not forward the call if this call originates from the ACD path. However, when the set rings I can manually transfer the call to any other destination (programmed with call forwarding always and by simply pressing the transfer key).
During a night shift, my user is the only one agent present and must answer different ACD path. As we provide whitelabel services, he needs to be able to differenciate calls.
What I'm hoping to achieve is, if my user remove his group presence using the group presence key and I set up the path unavailable to a nametag huntgroup with call forwarding always to a ring group, my user should be able to see on his SIP phone the calling party. However when I try, the number being displayed is the extension of the phone, not the nametag huntgroup.
I checked the packet payload and I can see the "call diversion" header with the correct nametag huntgroup information.
I wonder if it's a limitation of the SIP client I'm using or if it's because I misconfigured the CoS/SIP form and the information of the "ip device only" should be hidden.
Any idea ?
Cheers,
