Path Number Suppession on Display For Agents?

[mitelmitel]

Hi guys,

Is there any was to suppress the path number on ACD phone sets so that only the path name is displayed?

I managed to get the path number not to display when it calls/it is rung by setting it to 'private' in the tel d. But when the agent answers the call the path number is displayed.

This is causing issues onsite.

Thanks

 

[Mitelmatt]

Mark the entry in the Tel Dir as Private, that will get rid of the number

 

[kwbMitel]

Maybe try - Class of service option "After Answer Display Time"

Enter the length of time (0-60 sec) a call path or hunt group name is displayed on a Mitel display telephone after an ACD 2000 agent answers a call.

A value of 0 causes the path to be displayed for the duration of the call after the agent answers.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[mitelmitel]

The callers name is displayed when this is activated.

 

[kwbMitel]

But not the path number?

Wasn't this the point of the exercise?

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[mitelmitel]

The brief is to show the path name but not the path number & name.

Thanks.

 

[kwbMitel]

The Path Name displays prior to answer

The CLID shows after answer

The path number does not display.

Point of diminishing returns me thinks.



*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[mitelmitel]

True, that is the scenario. The path name is labelled with a unique number that the agent takes down when answering the call. This is done when on the call.

Some agents use the path number instead by mistake which causes problems.

I wished that the path name, not number can be displayed, like an extn number with privacy enabled in the telephone directory.

 

[Mitelmatt]

Have you tried the privacy option when adding in the Name in the Tel Dir??? Works for me. Do this all the time?? What phnes re you using?

 

[mitelmitel]

Yes, navigators and 5224's

 

[Mitelmatt]

So you added an entry in the Telephone Directory Assisgnment for the path and checked the box Private, and it still displays the number???

Soething not right, got that setup in the lab with 5224 (no navigator) and just displays name

 

[Mitelmatt]

Just out of interest, are you routing the call direct to the path or via a hunt group etc for other routing?

 

[mitelmitel]

Hi,

The number is not displayed when the phone rings [tel d entry set as private].

When the call is answered it displays the path number and name.

If the timer is set then the customers number is displayed.


The calls are routed to a HG which is sent to IQ, which in turn sends the calls to a path.

 

[Mitelmatt]

ah ok, let me go back in the lab and test

 

[mitelmitel]

Thanks, I would have done more investigation today however I have not had chance!