Outgoing Call ID .... based on the called party

[KurpeusLondon]

Hi Guys,

My company provides various service desks each assigned to a unique phone number. I need to be able to advertise our outgoing call IDs based on who we're calling.

I've contacted my Telco who is about to change the CLI type on my ISDN. My system is a cluster of ICP3300 CX controllers running MCD 6.0 PR1 with embedded ISDN E1

I've started using CPN substitution but it's too static. I thought I could create keys on hotdesk agents so they select the line matching the outgoing calling ID desired but I'm limited in the numbers of keys I can have on a set, and this is also subject to human error. I wonder if there is a better way of doing this ?

What would be ultimate would be to use ARS digit dialed or the telephone directory to set the outgoing caller ID ?


Thanks,

 

[Supernova99]

CPN substitution should be able to handle this OK

You can assign any DDI number in your range to present any DDI number within your range

e.g. if your DDI range is 6000 to 6999 and you want DDI numbers 6101 to 6200 to present a single number say 6100 then just add the numbers and the CPN substitution to the form.
6000-6999 = 01234566100

From what you have explained you may have to ACD logins to achieve this, where agents would log in to certain numbers to call certain customers. That way CPN substitution will work.

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[LoopyLou]

Ever thought of going to SIP trunks?

The beatings will continue until morale improves.

 

[KurpeusLondon]

thanks guys,

Well it works fine with CPN substitution. My agents are indeed ACD agents but they only have one agent ID each. Their ID belong to different ACD groups that are presented with different inbound numbers. They manage their group(s) presence with "group presence" keys, so they only log in once. I can create some li

Since the number of keys I can have is limited (5330 IP set - 24 keys ....) , can you think of any way I can overcome this limitation ? Can a "line selection" be done similar to FAC for "individual trunk access" ? What I have in mind is if the agent enter a code before dialing the number then the outgoing caller ID will be based on that code

@LoopyLou, I've a SIP trunk that I use for resilience only. What difference would that make ?

Cheers,

 

[Supernova99]

Agent groups will not overcome outgoing DDI, as agent groups are for incoming calls only.
You will need to set aside some agents for outbound dialling, where they will need to use different Agent ID's to present the correct DDI number.

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[LoopyLou]

SIP trunks can assign a name and number in the profile. If you setup SIP trunks between a couple of 3300's you can create multiple profiles between those 3300's each profile can have its own name and number so then all you have to do is create ARS to access the different profiles.

The beatings will continue until morale improves.

 

[Supernova99]

I also agree it can be done using SIP trunks, however it involve a lot of programming of individual SIP peer profiles attached to individual ARS routes so that the CPN substitution can be applied. So for every external customer that you require a specific number to be displayed you will need to program both a SPP and ARS.

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[LoopyLou]

Agreed supernova but once done its pretty simple. Used at a customer that represents three different companies so we setup the three profiles and they dial 55 ( Plus the number ) for company A, 56 for B and 57 for C. Works fine. Each call shows the appropriate name and number to the called party.

The beatings will continue until morale improves.