Caller ID Display Format on Agent Phones

[ObLogic7]

I have a particular set of agents that answer calls that have progressed through 2 layers of dial menu VDNs and vectors. The call flow is as follows...

VDN/Vector 1 presents the caller with a listing of facilities to select from. Each facility has it's own VDN but all point to the same vector.

VDN/Vector 2 presents the caller with a call type option (billing, etc). Each of these options has a separate VDN and vector that queues to the appropriate agents.

When the call is presented at the agent's phone, the display shows the caller's phone number and the name of the first VDN that the call went to.

Is there any way that I can have the VDN name for the selected facility display on the agent's phone instead? I would also like this format to only apply to this particular group of agents if possible.

 

[Tolson]

Check your VDN Override set to Yes on the first VDN

 

[ObLogic7]

Exactly what I was looking for. Thanks!

 

[AWYNOne]

We have started to have the same issue since we installed ISDN circuits. VDN override is set to yes. Still getting the first VDN display on agent sets. Any ideas about what else needs to be changed? (Works perfectly on calls coming in on regular PRI ccts)

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