CLIDCP150 Routing to Skillset (What does the agent see?)

[esoare]

Equipment: MICS 7.1 with CP 150 3.0 Basic
Analog POT's Lines

"customer" wants to get an 800 # which will be for one of their priority customer, and the calls needs to be answered differently by the "customer" agents.

Regular calls to 1st line
800 calls to 1st line
Priority 800 calls to 1st line

What I am thinking can be the solution.

1. Get CLID from the phone company
2. Get CLID cards for the MICS 7.1
3. Get the CP 150 upgraded to Enhanced CC
4. Point the priority 800 # to a local # that Forwards to the 1st line. (this will make the calls coming to the 1st line, show the same CLID all the time)
5. The CP 150 already answers the lines
6. Program the CLID routing (now that we have Enhanced CC) to change to Skillset 2 (which we will call "Moe's)
7. Have the agents logged into skill set 1 & 2.

Now, that is all theoretical based upon reading the docs. (which are pretty nice)the practical now is..what happens next?

1. Does the agent hear a different ring based on the skillset?
2. Does the agent see on their display that the skillset Moe's is calling? (I think that is programmed as a CDN in the MICS?)

Basically, how does the agent know how to answer the phone?

Thanks for the help,

esoare

 

[BombOne]

if the call goes to skillset 2, what ever you named the skillset will display.

 

[esoare]

@ BombOne

Thank you for the reply...that helps out allot.