I have configured this one path in particular, that can be reached by dialing multiple phone numbers. It has been requested now for this path, that the agents know what number was dialed before picking up so they can answer differently.
I wanted to know if it is possible for an ACD agent to see the DNIS number/name that the call came in on, instead of the path number/name.
The workaround I had for this issue was set up the separate DNIS numbers pointing to their own path, with all the paths being configured to the same primary agent group. This gave me the results I was after, however for reporting purposes, it has been requested that I keep it as one path only.
Is it possible to display the DNIS info on a phone that is answering from an ACD path? To give more background on this, calls are delivered to the path by Prairiefyre's Intelligent Queue program, which I've configured the DNIS numbers as hunt groups pointing to the IQ port groups connected to this particular call flow.
I wanted to know if it is possible for an ACD agent to see the DNIS number/name that the call came in on, instead of the path number/name.
The workaround I had for this issue was set up the separate DNIS numbers pointing to their own path, with all the paths being configured to the same primary agent group. This gave me the results I was after, however for reporting purposes, it has been requested that I keep it as one path only.
Is it possible to display the DNIS info on a phone that is answering from an ACD path? To give more background on this, calls are delivered to the path by Prairiefyre's Intelligent Queue program, which I've configured the DNIS numbers as hunt groups pointing to the IQ port groups connected to this particular call flow.