Adding new numbers to an existing call center app and skill. Phantom or new CDN's

[fataldata]

I have been asked to point a new number to one of our call centers. Currently the number is an MCR. I was planning on removing the MCR appearances and changing it to a CDN acquired by Contact Center and add the entry in the master script with the existing application.

I also thought of just changing the MCR to a phantom and forwarding it to the call centers existing CDN.

Are there any advantages or drawbacks to either method? These calls will be processed by an existing application and skill set and for now the supervisors have not expressed a desire for reporting on these calls.

Thanks for any guidance.

 

[yyrkroon]

If there's no desire for reporting then keep it simple and make the MCR a phantom forwarding to the existing CDN. The only reason you would want the MCR to have its own CDN is for reporting.

 

[effort1584]

A separate number should have reporting if there is no actual cost to get it. Want to quickly know if the number is still in use, put in a new CDN. It is so little work for easy immediate access to information in the future.