Outbound CLI best practice

[KurpeusLondon]

Hi guys,

I would like to get your opinions about Outbound CLI and the best way of programming it.

There is the scenario: my clients are calling our Contact center dialing different Non-geo numbers. We would like to advertise these numbers out based on what client we need to call.As the business grows the number of NGN might increase. Right now, we have about 15 different outgoing numbers.

I understand one way of going it would be to use a non prime extension on the agent sets and then setup a CPN substitution. To advertise the correct number, the agent would have to select to correct line. However this does not scale as the number of programmable keys is limited and is prone to human error.

A second method would be to use ARS and a dial code so the correct trunk group is selected and the number presented is based on that trunk group. An alternative to that could be to program directly the DDI ranges my customers are using with the ARS and any others frequently dialed numbers. Unknown number would have a withheld CLI or a dummy number.

Any other ways ?

Cheers,

 

[AlphaMann]

I think your ARS solution sounds pretty good. It takes away the human error portion of dialing. The only other way that I can think of might be to use Prairie Fyre IVR but that would take some expensive ports that probably would have a better use elsewhere.