IT Department running NES Contact Center 7.0. Agents using CCAD.
DN 55555 is the internal number (outside DID-range) to IT Support queue, aquired by CCMS.
DN 80045600 is the external number to IT Support queue. DN 80045600 is rerouted in the PSTN to valid DN in the DID-range, aquired by CCMS.
Agent set (DN 45678) configured to use CLID 100 (CLID 100 = 80045600) for external calls.
When agent calls external, CLID 80045600 is presented. That is correct.
When agent calls internal, CLID 45678 is presented. This is also correct, but IT Department needs CLID 55555 to be presented.
Is this possible?
The reason for this is that the called party, if not answered, calls the IT Support queue and not the agent directly.
If changeing the agent set to CLS DDGD and making the CPND name for 45678 = 55555, 55555 is presented internal. But when calling external, private number is presented.
DN 55555 is the internal number (outside DID-range) to IT Support queue, aquired by CCMS.
DN 80045600 is the external number to IT Support queue. DN 80045600 is rerouted in the PSTN to valid DN in the DID-range, aquired by CCMS.
Agent set (DN 45678) configured to use CLID 100 (CLID 100 = 80045600) for external calls.
When agent calls external, CLID 80045600 is presented. That is correct.
When agent calls internal, CLID 45678 is presented. This is also correct, but IT Department needs CLID 55555 to be presented.
Is this possible?
The reason for this is that the called party, if not answered, calls the IT Support queue and not the agent directly.
If changeing the agent set to CLS DDGD and making the CPND name for 45678 = 55555, 55555 is presented internal. But when calling external, private number is presented.
