DNIS Display on Agent Phone

[BobZahn]

We currently have a BCM 400 installed in a clients office and the client has requested the following.

We would like the DNIS # or name preferably associated with the DNIS to be displayed on the phone as the agent takes a call.

I don't think this is possible but here are the details:

The BCM is set up as a call center and the calls are sent to a skill that is acting as an IVR. Once the caller preseses option 6 the IVR has a step to park & page the call to transfer to a call handling skill where the agent gets the call.

Currently the agent sees the skill name and # that the call is coming in on. The agents are all multi-skilled or gated to receive calls in a number of call handling skills.

Any assistance is appreciated.

 

[3Sixty]

You can set up the setting on the call center properties on the call pilot. You have the option to set name with number backup. The callers name will appear for 3 seconds then the skillset name. The name is prensented if you have the callers number named in your speed dials on the BCM.

Marshall

http://www.marshallshouse.co.uk

 

[BobZahn]

Perhaps we are talking about two different things. I would like the name of the program associated with the DNIS that has been programmed into the BCM. The agent doesn't need to see the name of the customer calling in. Only what 800 # (DNIS) they called.

Is this possible?

 

[Johnthephoneguy]

Isnt there an option for CLID to display the line that a call came in on? I forget where it is but I know I used that to troubleshoot a line before.

 

[biv343]

If you turn off CLID, the system will display the line name. Maybe that would work, if you can put in a descriptive enough line name in the 7 characters they give you.

 

[BobZahn]

Thanks for the assistance thus far. Is the CLID feature found in the BCM configuration or in Call Pilot?

 

[3Sixty]

The CLID is found in the BCM.

The bit I was talking about bob just to clarify was. If a client calls you on a regular basis with the number 40004000. I can add this to the system speed dials as marshall 40004000. Then when a call comes in to the system providing you have set the call center as stated above you would see Marshall and the the name of the skillset.If it is the line name you want to display I would check in telco features for the extension and set to line. I am not sure if this would work in a call center enviroment. But this is the feature you would use to display a line name rather than a clid on the BCM. I would suspect if you switch off the CLID on the extension you will find it will just display the skillset.

Marshall

http://www.marshallshouse.co.uk

 

[BobZahn]

Marshall

I must be blind because I can not find that setting. Can you please supply me the path?

 

[3Sixty]

Which one Bob the CLID or the telco setting.

Marshall

http://www.marshallshouse.co.uk

 

[BobZahn]

Not sure!

I think the 2nd so I can ensure that the name of the DNIS is what is being displayed and not the DNIS or the CLID

 

[3Sixty]

Ok Bob I amnot 100% if this is what you are looking.Maybe a better question from me is have you got a few different DID numbers pointed to a skillset and need some way to identify them?

If that is the case you can try this and see if it works. Logon to the BCM.

Goto

services-----telephony services-----system dns-----active set dns-----Select the DNS you are using as agents on the call center. Under the system dn you will see the following

General
Line access
Capabilities
User preferences
Restrictions
Telco Features

Under Telco features set the first display drop down to line and see what happens. Like I said above this might not be applied to a call center but you can only try. The reason I say this Nortel will want customers to buy a call center pro for all the skillsets knowing Nortel.

Marshall

http://www.marshallshouse.co.uk

 

[BobZahn]

Thats right. I found it!

They are all set as 'name' and that makes sense as currently the agents see the 'name' of the skill on their phone display when a call comes in. I beleive they see this as they are all split-skilled across multiple skills so they need to know if the call should be answered differntly (Spanish vs. English or different call types on our Priority skill)

So doesn't look like this will give us what we need and after thinking it through it would seem that we would need both the skill name and dnis name displayed.

I also wonder if us transferring the calls from one skill (ivr skill) to the other (call handling skill) if it would even be able to carry the name we assigned to the Line and DNIS that the customer called in on.

Any more suggestions?

 

[3Sixty]

You need to change it to line.

And put the name against the target line not name as you have stated above.

Marshall

http://www.marshallshouse.co.uk

 

[BobZahn]

We tested it and they are telling me it displays the skill, then if you press info it displays the name of the skill the call came from and also displays a phone number. Not sure if this is the phone number programmed on the line (DNIS) or the number of the person calling in.