Callers inputted number on phone display

[igessey]

Not sure if this can be done ...

We have a simple IVR that sends a caller to new or existing business desks.
What we would like to do is collect a customers reference number and get this to display in the agents phone (2410).
Obviously the VDN name would show but is there any way to overide this with the number the customer has just enetered?

Sounds like wish fulfillment!

 

[huffer]

You could try to just add the collect digits step to your vector and do nothing with these digits. Simply queue-to skill and when the agent receives the call watch his display. I know this trick worked a couple years ago on a R11 system with Callmaster phone. Good luck!

 

[igessey]

Sadly that didnt work, even with VDN overide set to yes.
It just came up with the calling trunk.

 

[huffer]

Hmmm too bad... Avaya said it was an undocumented feature... in other words: lucky you if it works but we don't guarantee it will work in newer versions... guess it just doesn't anymore...

 

[mrjedi]

we had to write a script and use the converse feature. The IVR collects the digits and delivers it to the desktop phone.

 

[igessey]

Well thats positive
Do you have any details on how you achieved this mrjedi?

 

[mrjedi]

from the definity, its a converse step to the IVR passing VDN
on the ivr, you need to write a script to collect the VDN number ( this is for reporting purposes) and play annoucement to collect reference number )
then return to switch with the information and when you queue to skill, it should deliver the number to the phone.
You can even go one step forward with CTI whereby this information can appear as a screen pop and highlighted which means when the call is delivered, agent just needs to type control c and control v into the ticketting system ( if that's what you are using it for)
What version of IVR and switch do you have ?

 

[nohuhu]

igessey,

wouldn't it work if you assign agents' phones a callr-info button and have your agents press it after receiving a call?