CPN Number Substitution - OG CLI For Contact Centre.

[mitelmitel]

A customer of mine needs to setup the Contact Centre/system so that certain outbound departments send out certain CLI so that when the customer calls the number back they go to the correct department.

They have an MXe server as the user gateway with the agents and extns on.
They have some trunking gateways two for O\G and two for I\C.

Some of the outbound departments are ACD agents and some are normal extn numbers.

The systems are clustered. The main O\G gateway is CEID 2001 [pbx1] and the user gateway is CEID 2007 [pbx7]

The ACD department uses Agent ID's 6100 to 6200.
The other department uses std ext numbers 4100 to 4200.

How would they get it to display a certain 0800 number on one department and a different one for another on an outgoing call?

Would they need to set the CPN number substitution on the Gateway [CEID 2001] as follows:-

Range 6100-6200 = 0800xxxxx1
Range 4100-4200 = 0800xxxxx2


Or would they need to insert the CEID too?:-

Range 20076100-20076200 = 0800xxxxxx1
Range 20074100-20074200 = 0800xxxxxx2


Another question I have is what COS option do they need to activate on the trunks to out pulse CLI? They currently have the network provider tagging all calls with our main number.

Thanks

Mit

 

[kwbMitel]

First off, ignore CEID. CEID is only involved when the call is internal. (Unless you've setup ARS in some manner unimaginable to me)

Typically, User on system 1 dials 9+O/G digits which is passed on unmodified to the gateway. (No CEID)

The gateway would typically use the CPN / DID range tables to configure O/G CLID. There is a method using Associated DN's but I'm unsure how this would apply when a gateway is used.

The Telco will need to be setup to allow PBX controlled CLID and may also need to accept numbers to be sent that are not directly associated with inbound numbers.

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[mitelmitel]

Thanks - I will pop in and have a play.