Contact Center....2 questions

[BogeyShooter]

I have a bcm400 v4.0 networked via VoIP trunks (can 4-digit dial to get other bcms) with several bcm50's. I'm setting up a Contact Center on the BCM400 and redirecting the copper trunks from the bcm50's to the contact center in the 400.

Question 1: If I dial a DN from one location to another via VoIP trunks, the called DN see's the business name of the location I am dialing from. If I redirect the analog line to the 400 and call it, the DN in the 400 does not see that info. They only see what line the call is coming in on. Is there a way to pass the business name on a redirected line?

Question 2: The DN of this same Contact Group is 6300. I can dial 6300 from the off site bcm50's, and I can be transfered into the group by an extension in the 400 but If a DN in the 400 dials 6300 the caller hears ringing but none of the phones in the contact center ring. (yes, they are logged in). Shouldn't a DN in the 400 be able to dial 6300 and have the members ring?

 

[gberger]

Answer 1: make sure you have the MCDN keycode in both bcm's to pass on the CLID.

Answer 2:No, you can't internally call a skillset dn, you need to be on a trunk to call a skillset dn.

 

[BogeyShooter]

I have MCDN keycodes installed in all BCM's.

 

[dwpoole]

Due to the fact that analog CLID comes in between the 1st and 2nd rings, and the when line is redirected, it is technically answered right away and transfered, you will not see this information in this scenario.

 

[BogeyShooter]

I should clarify. It's not the CID of the person making the call they want to see.

If I dial from BCM B to BCM A, the display on the phone of BCM A shows "BCM B calling" thats what they want to see on the redirected lines.

The analog lines of BCM B are being redirected to a call center in BCM A via VoIP trunks.

 

[telcodog]

Under the Resources>Telephony Resources>IP Trunks you could try unchecking the Forward Redirected OLI and the Send Name Display and see what that does for you. Maybe try different combinations.

 

[danthephoneman]

In the Routing table try changing the route the trunks are redirecting on to PRIVATE, it should look at it as a private dn call and display the BCM name first.

 

[BombOne]

are you using the redirect feature? what if instead you forward them, you could even make a CCR tree answer those lines, but make the it a transfer node instead of a menu. This would make it easier to alter the forwarding remotely also. something to try, instead of redirecting.