Display something other than extension on internal calls? 2

[_COYS_]

Hi,

I've got a client that wants to mask (or replace) their internal extensions when calling out to their remote sites.

They want this functionality because remote sites should call back the main hunt group rather than the support person directly.

This works fine if they want to use the DID as the sip tab includes the main support number, but they would like to dial 5 digits rather than 10.

Is this possible, if so, any help would be greatly appreciated.

 

[Pepp77]

Cant be done - you call internally, your extension is seen. Basically training the staff to call a single number for support at all times and give them disciplinary action if they dont is the way forward.

Edit - Maybe just maybe you could create a dummy extension on constant forward to the group, then you could use a bridged appearance button on your phone that when pressed dials from the dummy extension. then the other site users will see this extension number and when they inevitably dial it back it will go to the group.


| ACSS SME |

 

[_COYS_]

Thanks Pepp77. That's an idea that I will try out.

Thanks!

 

[IPGuru]

What about setting the support extns to Ex-Directory? Although that will almost certainly cause other issues.

Why should users not call back the person who has been trying to contact them (& is clearly dealing with the case)? if the support users are set to forward busy/no answer to the group then if that member of staff is busy or not available the call will still reach the group.



Do things on the cheap & it will cost you dear

 

[derfloh]

You can do it with a "dial user by extension" short code like 8N/Dial user by extension/NW

Did it once in R7 or so.

But I agree that I don't see the reason.

The users can also be forwarded to the hunt group.

Need some help with IP Office?

https://www.fwilke.com/home

CLI based cale blocking:

https://blog.fwilke.com/ip-office-block-calls-from-specific-cli/

SCN fallback over PSTN:

https://blog.fwilke.com/ip-office-scn-fallback/

 

[_COYS_]

I think the worry is that remote sites will start to ignore the proper protocol and just start calling the last person to help them with an issue, since they know that person helped them last time.

If I take the staff out of Ex-Directory, will that stop the extension from showing up on the outgoing calls?


*edit*

Answered my own question. Adding this does not remove the extension from showing up when they call another extension.

 

[IPGuru]

I think the worry is that remote sites will start to ignore the proper protocol and just start calling the last person to help them with an issue, since they know that person helped them last time.

Being a tech support engineer I get tht all the time (from end customers not just internal staff). My approach is always the same I advises them that unless it is a very simple Yes/No answer then they must call their help desk & raise a call before I can assist. most soon get the message , persistent offenders don't even get the courtesy of the yes/no answer


Do things on the cheap & it will cost you dear

 

[_COYS_]

That is a solution, but as you have stated, it's still a problem regardless of how much training you do.

I'm hoping to handle this through the system , completely bypassing the need for manually training end users.

So far I think the appearance button might be the best option.

 

[Westi]

Not sure if that will work but it might

buy a second IP Office
create a SIP trunk to that IPO and have the voicemail pick up
create a SC to then transfer back and set the caller ID via the SIP URI to whatever you want it to be.

Convoluted but possible

second suggestion if you have analog line and extension ports leftover

create an analog user and set the port without caller ID
loop it back to a line port (no caller ID) picked up by auto attendant and dial the extension

Both solutions are a pain in the behind but may bring you there.

analog line of course is for a single call, if you want more then you have to add extensions and lines and just make a group that distributes the calls to the lines.

Cheers All
having a long weekend here and my brain is already gone.


Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[_COYS_]

Hey thanks Westi.

I think I did find a useable solution based on the appearance suggestion above.

In case anyone wants to use this solution we just added a button with action of 'MADN Multiple Call Appearance'. When this is used, it shows the caller, "_Coys_" is calling, but the number that shows in the details is a phantom extension that forwards back to the destination of the incoming call route. The only negative thing about this solution is that the user has to remember to grab that new line appearance when they dial out to a remote site that they want to stay masked from.

Thanks for all the suggestions everyone!