IX Workplace-Identify hunt group that is being called

[IPOtech111]

I have a client with a server edition R11.1.2 and using the Workplace for Windows softphone R3.25. They have many users that are members of multiple hunt groups and they need the ability to identity which hunt group is being called because they answer and handle the call differently depending on what group the caller has called into. Currently on inbound calls all they see is the incoming caller ID. Is there any option to enable that will display the hunt group that is being called?

 

[critchey]

If calls come into specific DIDs you can tag the DID in the incoming call route. If it is multiple possible groups with the same DID called you would have to make a module a module in voicemail pro adding this information.

If you can explain how the calls are routed to the groups it would help.

The truth is just an excuse for lack of imagination.

 

[critchey]

Oh you could also give users group buttons (one for each group) and it would light the specific group button on incoming call.

The truth is just an excuse for lack of imagination.

 

[IPOtech111]

Thank you for the recommendations. There is no programmable buttons on workplace so that is not going to work for me. The tag on the ICR will not work as calls come into a main DID then hit an AA in VMPro. In a normal day scenario the calls are then transferred to a hunt group which ultimately gets handed over to Xima multi media so within the xima application they see the skill group that the call is presented to. What I am testing now is the failover scenario in the event that the xima multi media server is down. In which case the call gets transferred from VMPro to the hunt group that contains the xima endpoints but if they are not available it will hit an overflow hunt group that has the workplace extensions in it. I think in VMPro adding information in the source of transfer field may work out. I will test.

 

[nnaarrnn]

@critchey:

How do you create buttons on IX Workplace? That's the one thing stopping me from dropping desk phones for my Call Center staff, as they need a load of park slots and visible buttons for status of other personnel.

 

[critchey]

Sorry that was my mistake I read it, knew it was Workplace, and posted the first response... then I got done and was like "oh ya group buttons" forgetting about Workplace for the second post.

The truth is just an excuse for lack of imagination.