Hunt Group Name preventing VDN name being displayed

[ziggysmalls]

I have an interesting problem which unfortunately I have been unable to resolve. I have looked at documentation, user groups and am stumped.

I have a Call Center that has two T1's. The carrier passes four digit DNIS which lets say is 1234. I have 1234 listed as a group extension to a Hunt Group. The Name of this Hunt Group is "800-888-1234 to VDN 70900" In the Hunt Group, there is a coverage path listed and in that coverage path, it lists VDN 70900.

So in VDN 70900, the option for "VDN override" is selected as Y because this VDN points to a vector. This vector will ask the agent to press 1 for English, 2 for Spanish, etc. Pressing 1 will send the call to another vector which will play an announcement asking for a 5 digit client code. These client codes are in fact individual VDN's and calls will be routed to those specific VDN's. These VDN's have VDN Override selected as N.

From that point depending on call traffic, calls are answered by our agents. However the display on their phones show "B = 800-888-1234" instead of the last VDN. I know the "B = 800-888-1234" is in fact the name of hunt group 1234 since when changing the hunt group name, changes the B =.

I would like the terminating VDN name to be displayed on the agents phone but can't figure out how to eliminate the hunt group name from being displayed. Any help would be appreciated.

 

[SF0751]

Have you tried passing the calls directly to a VDN (1234) instead of going to a hunt group to a VDN?

Susan
Muffins are just ugly cupcakes.

 

[ziggysmalls]

I would like to do that but since these are coming in on T1's instead of PRI's, I don't have an incoming handling treatment page to do that with. There is one for a local PRI but I doubt that would change anything regarding the T1. BTW I have a Definity G3 V11 since I know that Incoming Handling Treatments are available for later versions.

 

[SF0751]

I'm not talking about the incoming handling treatment, I'm talking about a VDN which matches the 4 digit DNIS that the carrier is passing to you.

Susan
Muffins are just ugly cupcakes.

 

[ziggysmalls]

So are you saying that I would create a VDN with the extension of 1234? In that VDN it would point to a Vector which would then route the call to VDN 70900.

Am I thinking correctly?

 

[SF0751]

Either that, or just point vdn 1234 to the same vector as vdn 70900.


Susan
Muffins are just ugly cupcakes.

 

[ziggysmalls]

I believe I have it working. Going to monitor for a few days with a test group before implementing.

Thanks for the help!