Display dialed (Called) 800 number on inbound calls for accurate receptionist greeting 2

[TrentGreenawalt]

We are branching out to some additional websites in addition to our main site, and with that come additional 800 numbers and some DIDs to service/support/etc.

What we are looking to do is display the 800 number (or ideally the name) of the website that the caller called into, in addition to the caller id information (We currently get name/number already of caller).

The reason being is our front office person doesn't know how to answer the phone differently unless she physically asks the caller, what line they called, or what they were calling for. If we have 6 different sites (Pumps, Hose, Clearance Items, etc.), and the name/800# showed, she could greet accordingly.

Some items to consider:
1) We have one main attendant at each location (2 branches), we also have 3-4 backup receptionists at each location (on delayed ring). Then if the call isn't answered it goes to an audible ding.
2) We use 4 keys on each of the phones above to receive up to 4 calls simultaneously. This uses 4 buttons total and we would like to keep it that way if possible.
3) We do not currently use an ACD group, but it was discussed.
4) We don't currently use a hunt group, again discussed.
5) Our system works great for what we need (not high volume), but need this ability to see what number was called. We don’t' want to put 9 key appearances on our phones either (recommendation) (ex: 4 Pumps, 3 hose, 2 for clearance items)

System parameters below, we do plan to move to 5.x soon to take advantage of the additional BLF for each phone. This is the reason we don't want to use up any more buttons for call appearances. I would like all calls to route into those existing 4 lines (or another way), without using any more buttons.

Release Level: 4.2 SP2
Active Software Load: 10.2.2.10
Inactive Software Load: 10.2.1.13
Platform CX-II, 512mb of RAM

Thanks for the help in advance,
Trent Greenawalt


Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 4.2 SP2
Active Software Load: 10.2.2.10
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones (SIP Service via AT&T IP FLEX)

 

[kwbMitel]

You might want to look at ring groups.

Ring groups will show the ring group name of the call.

The keys can be members of different rings groups.

The issue may be what you want to have happen if the call is not answered or for night service as ring groups are quite restricted in this regard.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[DoubleUT]

Might be better to use NameTag HG because the TAG will stay on that call regardless the destination or transfer/forward condition.

 

[kwbMitel]

What this post needs is a better call flow description. This is true of almost all posts of this type so don't take it personally.

Everyone focuses on the immediate. I need the display to say X when I answer the call. Fine, this can be done in many ways.

What everyone neglects to consider is what happens when the call is not answered for any of the folowing reasons:
- What happens if the call is unanswered after X seconds
- What happens if all available answer points are busy
- What happens after hours
- If the call proceeds to VM what options are presented
- If the VM transfers a call and that call is unanswered, how is the call handled.

Suffice it to say, this list can get rather long and all of it depends on the initial setup.

Ring Groups are fine for the primary question but fail with respect to night routing and VM integration.

Nametag groups are fine for the primary concern but fail with respect to VM handling of transfered calls.

Bottom line is, we can easily display the name, what comes after is far more important.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[TrentGreenawalt]

Ok, thank you both for your responses so far. Here is the call flow, I apologize that I didn't explain further.

1) Calls come into one single answer point, the 4 call appearances on the receptionist phone, a file folder phone, and 3 other backup operators (they have silent/delayed rings though). So only the main receptionist's phone rings I believe for 5-6 rings.

2) If no one answers it by then, an overhead ding goes off, and our customer service department is supposed to call retrieve the ding extension to grab the call ASAP.

3) It will "ring" indefinitely until someone picks up during business hours. There is no daytime VM. The owner will pick up at some point, and then we will all have hell to pay.

However, during the first 30 minutes and last 30 minutes of the day we are short staffed, so we have the ding go off immediately when a call rings in. This is then turned off via the scheduler each morning/evening once the 30 minutes time expires.

Name Display: We would absolutely like to see the name shown inbound at any point in the above call scenarios even to customer service in the morning/evening. This would allow us to prepare (mentally) for what the call is about and greet the caller correctly. For VM (night mode), all of the calls can go to the same VM box, that is fine.

After hours the calls are all sent directly to VM with our night greeting.

Side note: in our branch office it is a little different, but basically the same setup.

I look forward to your suggestions

Thanks,
Trent Greenawalt


Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 4.2 SP2
Active Software Load: 10.2.2.10
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones (SIP Service via AT&T IP FLEX)

 

[wireman50]

If you know the 800 number and where its from then a simple alpha tag will do it will it not. so you would (in the telephone directory) use an alpha tag so (say) 9~800-XXX-XXXX would be alpha Tagged a website X for instance , so every call received from that 800 number would display "Website X" (I'm not sure of the US format for 800 numbers). I think the alpha tag will still operate on the delayed ring sets. Same applies to any DID number.

 

[TrentGreenawalt]

I am not sure I follow you, or perhaps I wasn't clear.

Example:
Person calling in dials:
262-784-xxxx (Main Line) call routed to our receptionist - CID screen reads - Main # -> Then appends actual CID info (Company/Number)
800-555-xxxx (Website X) call routed again to our receptionist - CID screen reads - Website X -> Same as Above
800-123-xxxx (Website Y) call routed again to our receptionist - CID screen reads - Website Y -> Same as above

So all calls still go through the receptionist, she just knows if the call is for our main office, or in regards to Website X or Y so she can greet the caller properly.

Does that make sense and would a simple alpha tag suffice in this case? Additionally, we would like to see the various volumes of inbound calls on these individual lines as well.

Thanks for the help,
Trent

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 4.2 SP2
Active Software Load: 10.2.2.10
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones (SIP Service via AT&T IP FLEX)

 

[kwbMitel]

Ring groups do not route by night switching so that's out.

Nametag groups may be your best bet. The issue here is in the night mode after the VM answers and a call is then transfered to an extension which then returns to VM. I've seen issues where the Nametag is retained throughout the call and the call does not go to the stations mailbox. This would be my only concern.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[wireman50]

I can't see any reason why an alpha tag should not work....what are the number of digits presented to the CID; the only problem may be non unique numbers....I am assuming multiline keys rather than groups from your posting, is that correct? Alpha tagging will only present the name incoming, it won't cycle with the CID DN. Unless there is no alpha tag then it will present the CID DN.(or the name presented by the CP if there is one presented.
From the help files:

Numbers entered for alpha tagging purposes must be dialable ARS numbers and must include the leading digit(s) required for ARS route selection— for example, the digit "9."

To mark an entry for alpha tagging, insert a tilde (~) in the digit string. The tilde separates the digits at the beginning of the string, which are not part of the calling party's unique telephone number from the part that is unique. For example, 916135922122 would be entered as 91~6135922122.

The digit string entered does not need to exactly match the calling party number. The alpha tagging programming and matching algorithm is flexible enough to allow the calling party number received from the PSTN to match an entry regardless of whether the number includes a local, national, or international prefix, or an area code. For example, consider the digit strings 6135922122, 06135922122, 016135922122, and 0116135922122. The constant part of the number, 6135922122, uniquely identifies a calling party. The 0, 01, and 011 digits at the beginning of the number represent the geographical relationship between the calling and called parties. It is enough to enter 9~6135922122 in the directory against the calling party's name to ensure a match with any of the above digit strings, provided that other names are not entered against the other strings.

The alpha-tagging portion of the number must be unique independent of the name field. The following entries are considered non-unique:

9~5922122 - John

8~5922122 - Jack

The maximum number of digits allowed after the ~ is 20. The total allowed, including the ~, is 26.

Each name and number combination must be unique. The delimiter does not count in determining uniqueness. For example, the following two entries are considered non-unique:

96135922122 - Smith, John

9~6135922122 - Smith, John

Notes:

Range programming can be used to program alpha tagging entries provided that the delimiter is not at the end of the telephone number.

Do not include * or # in the directory numbers of 5302 IP Phones.

 

[kwbMitel]

Wireman50 - alpha tag is for ANI digits not DNIS

Trent only needs to name the digits dialed not the caller ID

**********************************************
What's most important is that you realise ... There is no spoon.

 

[wireman50]

What we are looking to do is display the 800 number (or ideally the name) of the website that the caller called into, in addition to the caller id information (We currently get name/number already of caller)."

I understood that to mean naming the incoming call rather than using the existing name/number of supplied by the CP.......

 

[TrentGreenawalt]

If you as customer A goes on my website and dials our 800 number that call is then routed to our receptionist. On her phone it would display "Website A -> Customer A + phone number" in a perfect world. That way we know what number they called (What they are looking for), and the name of the caller (Who is calling).

Does that apply to the alpha tagging your recommending? I believe you said that CID infor (Customer name + #) wouldn't work in this case, and that "may" be ok for the website calls. We would most likely not tag the main line and simply leave the CID only if that is possible.

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 4.2 SP2
Active Software Load: 10.2.2.10
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones (SIP Service via AT&T IP FLEX)

 

[wireman50]

If an alpha tag is NOT found in the directory then it defaults to what the CP sends (in your case customer name+#). So any number without an alpha tag would display whatever your CP sends. However with alpha tagging it will ONLY display the name set in the directory (NO number or other name will be displayed).

If you look in the help files at alpha tagging it explains.

 

[kwbMitel]

@Wireman50- He has multiple inbound numbers that ring 1 device, he wants to know which number was dialed in.

AlphaTagging does not do this.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[kwbMitel]

Or to put it another way,

He wants to answer the call with "Hello, Thank-you for calling X-Company, How May I assist you?"

Not "Hello X Company, May I ask what number you dialed before I can assist you?"

**********************************************
What's most important is that you realise ... There is no spoon.

 

[TrentGreenawalt]

KWB you have it right on, hopefully we can find a solution to this. What wireman is saying makes sense and sounds like it would work, but you don't think so? Thank you guys so much for working this out for me. Our vendor hasn't come up with a solution just yet. They are thinking ACD with different call paths? THoughts? I would rather not have people login/out.

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 4.2 SP2
Active Software Load: 10.2.2.10
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones (SIP Service via AT&T IP FLEX)

 

[kwbMitel]

AlphaTagging Allows the system to assign a Name to the inbound Caller ID Number. (Not the number they dialed, but the number they dialed from)

E.g.

Caller Dials 1-800-XXX-XXXX from NPA-NNX-1234

Alphatagging allows the system to replace NPA-NNX-1234 with Calling Company Name. There are instances where this can be useful but they are limited IMHO.

What you require is for YOUR company name to appear that is associated with the inbound called number.

If you terminate the call to a nametag group and then route that nametag group to your keys, you will most likely get what you want. My only concern is what happens if the call is transferred and the VM answers. It may not integrate with VM properly.

You could also try using a normal hunt group and route it to the key. This would eliminate my Nametag Integration concerns.



**********************************************
What's most important is that you realise ... There is no spoon.

 

[wireman50]

You are correct of course.

 

[TrentGreenawalt]

As a follow up then, can multiple huntgroups (named Company X, Company Y) be routed to the same keys on a phone. Additionally, are we then limited to the number of inbound calls as we have buttons on the handset(s)?

Example: there are 2 calls inbound to company x 800#, there are 3 calls inbound to company Y 800#, and the receptionists phone only has 4 call apperances (Keys) on her phone. Will the 5th called get a busy signal?

Regarding Nametag groups, why would VM care what/where/why the call came in? Isn't its just simply to answer the call and do what I programmed it to do, take a message?

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 4.2 SP2
Active Software Load: 10.2.2.10
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones (SIP Service via AT&T IP FLEX)

 

[kwbMitel]

I had been assuming the 4 keys were in a group of some sort.

If they're in a hunt group for example, the 5th call will wait for a call to become free. This is really the only way I would do it.

One good suggestion if your keys fill up frequently would be to add/change a key to be a Group Park key. This key could then be used to Park calls until they can be handled. (up to 99 calls can be parked on 1 key with a 1st in 1st out retreival mode.

As for the nametag, follow this,

Call arrives to Nametag group 1234
Call routed to Key Group on answering phones
Call transfered to extension XXXX
XXXX does not answer and the call proceeds to VM

At this point, I am confident that the VM will try to answer with MB 1234 (Nametag) not XXXX (users MB)


**********************************************
What's most important is that you realise ... There is no spoon.