Agent calls with Hunt name displayed instead? 3

[AirForces2050]

Hi,

I was looking for a way to let the hunt name and hunt extension be displayed instead of the agent Login-ID name when he is calling someone. I want to do this as I have made an internal queue that will support the organization and I want the customer when he calls back, then he calls the hunt extension again or calls the VDN extension not the agent. so can this be done?

 

[montyzummer]

You can only send numbers off switch that are supported by your carrier , this is done in your public unknown numbering table , in your case if you match the vdn numbers to the ddi that in turn routes to the agent that will work , no matter what you set the agent will either see nothing or the vdn name if administered.

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[joesena]

If you call somebody using whisper-page, it doesn't pass along their extension, at least not on the phones we have here. So set a feature-access code for whisper page and have your internal-queue people call users using that FAC. You'll still see "John Smith" but not John Smith's extension. If you really wanted to be tricksy at that point, you can change the John Smith agent name to "John Smith 1234" Where 1234 is the pilot number for your hunt group.

 

[redphone]

You will not be able to change the number displayed when an agent calls an internal extension. You may want to look into implementing Direct Agent Calling (DAC) with Ring On No Answer (RONA) to the VDN extension. Then when someone calls back the agent directly, it will route to the support VDN if unanswered or if the agent is on another call.

This Automatic Call Distribution (ACD) Guide covers the DAC and RONA features.

 

[AirForces2050]

Thanks all of you for the reply, I am going to try those ideas and see what could work for me.