Defining Caller ID name

[pndscm]

I have a situation and need some ideas. A caller calls into a Unity CallHander and can make selections by doing Caller Input. However, all selections go the same place. If they press 1, I need the phone that rings to know that the caller pressed 1 by displaying Human Resources for CLID name, if they press 2, CallerID name must say Accounting. In this way the person that answers knows what option was selected and can answer the phone appropriately.

Any ideas? I have looked into having the selection transfer to0 different CTI Ports or Translation Pattern with no success. Ideally this would be done at a CallHander but .... I don't see any options to do CLID name in CH's.

I'm thinking I may have to resort to using CRS/IPCC to do this but don't know.

 

[pndscm]

UCM 6.1.3 version Sorry.

 

[whykap]

Can you give that person multiple DN's so acctg rings on xxxx, HR on xxxy, and so on. Not pretty but it will do the job.

 

[pndscm]

Thought of that but they have a 7960 and it is configured so all of the buttons take outside callers. Also there are 7 'options' off the AA. They do have a 7914 but I think it is full of BLF/Speed dials.

We are cutting this into service next week, I may have to have a talk with the Manager and see if we can work a compromise.

Thanks for the input.

 

[DallasBPF]

Add another 7914 to it, you can have up to two

------------------------------------
Dallas, Texas
Telecommunications Tech
CCVP, CCNA, Net+

CCNP in the works

 

[pndscm]

Another good suggestion. I'll also try that approach. The customer 'says' it works today. I haven't witnessed it so I have to take their word for now. The customer has a hosted Cisco solution now and we are moving them to an on site solution. Our problem is we have no access to the hosted server so we can't see how things are set up now.

 

[whykap]

Well is the hosted solution a CISCO product or a third party softswitch with CISCO phones on the desks?
I am sure you can do what you want with pt, css and TP's but it will take a little bit of trial and error and alot of hacking away (in a good way).
I think the side car is still the cleanest way, since they have one already so having 2 won't be a big change.

 

[Iwontremember]

so basicly, you have dept. with out main numbers into them?

Hope this helps.

Please remember to rate helpful posts........

 

[pndscm]

Just talked to the receptionist where all the Options ring in and found that all she does is tranfer the calls to the correct people. Don't know why it's set up the way it is but sounds like I may get to change it and bypass the CLID problem.

Whykap, I'm not 100% sure but everything on the phone settings looks Cisco-like.

Iwontremember, you are correct. Callers call the Main number and are getting options in the AA but all options go the same place. I didn't design it, I inherited it.

 

[Iwontremember]

if all options go to the same place then the handlers must have the same number?

Hope this helps.

Please remember to rate helpful posts........

 

[pndscm]

I built it with multiple Callhandlers. From the Main CH, option 3 goes to another CH, no Ext, and then from there, there are 8 selections based on CallerInput. Each of these selections go to another CH that transfer the caller to the same phone. They are asking if each of these 8 selections can send unique CLID Name so the person can answer appropriately. I could have not built the last set of CH's and just had the option tranfer the caller to the phone but I built them in case I could figure out how to affect CLID name.