Naming Incoming Toll Free Numbers

[BrokenRecord2]

Our call center users would like to be able to see a name accociated to an incoming 800 number. Today they see the trunk number and would like to see a name accociated to the number that people called. Is there a way to do this? My boss says they used to do this but can't remember how it was done. Thanks in advance.

 

[GHTROUT]

If each toll free number points to a specific DN (aka DNIS by some carriers), then set up names like "800-123-4567" or whatever in LD95 for those specific DNs and change the CLS of the call center agents to CNDD DNDA.

CNDD - Don't display the name of the calling party.
DNDA - Display the name of the DN that was called

That is one way, but if there are menus before the call center is reached, it can become more complicated to identify what DNs should have the name

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[pronei]

Are you using Contact Center or Symposium by chance? You can setup CC/Symp to present DNIS names, skillset names, clid, etc to the agent receiving a call.

 

[johnpoole]

that would be the only way i know to build it, via symposium. you can name the dnis on a non symposium but that does not dislay on my rls 3.. are you getting a name from the d on the call?

john poole
bellsouth business
columbia,sc

 

[jjinkins]

You can name the ACOD associated with the RDB. Look up the ACOD in the route data block in LD 16 and then go into LD 95 and name the ACOD. That name will now show up on an incoming call to that route.

 

[acewarlock]

jjinkins:

That would put the same name on every call, even from different numbers.




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[jjinkins]

Ah, so it is. I shouldn't reply to any posts until at least my second cup of coffee.

 

[acewarlock]

Been there, done that.




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.