Retaining Original VDN

[mikej97204]

We have recently added a second location to our company and now send some calls that come into our G3r ver 9.5 switch to the 2nd location which has a G3si ver 9.5 switch. The calls are sent via a tie line running over a DS3 between the locations.

I have it set up so that calls that come in by a couple of specific VDNs are routed in the vector to the 2nd location. When the calls get there, they are sent to call center agents, who process the calls. When the call gets to the 2nd location, the call record shows the VDN that it came in on and not the original VDN it came in on at the first location. Since I can't have the same identical VDN on each switch, I can understand why this is so. My question though is if there is any way to retain the original VDN number? Our CTI application uses the number to auto populate fields in the screen pop based on the VDN number, but I can only use one VDN number in the database. And I need the original VDN number for that.

I suspect that the answer will be no, that there isn't a way to retain the info, but I thought I'd ask in case there was a way.

Thanks

Mike

 

[dufus2506]

Sorry, once a call is answered, the VDN you transfer to becomes the new VDN of the call. Re-originating from the call from the original VDN would mean it would end up in the original destination.

My guess would be you'd have to add a second VDN to your CTI app that would populate the same things as the original VDN.

It sounds pretty strange that you can only have one VDN. That doesn't sound right. I can't imagine that any software would limit you to just ONE incoming line.

Carpe dialem! (Seize the line!)

 

[mikej97204]

I was afraid of that. The reason we can only have one VDN is that our call app looks at the VDN that the call comes in on and compares that to our customer database to see if that VDN is assigned to the access code of a customer (most of our customers have dedicated toll free numbers they call in on). If it is, it auto populates account information for that customer on the agent's screen. Unfortunately, the call app is only set up to allow one VDN to be identified per access code. We may have to go back to the developer and get him to change it (for a fee of course) so that the call application would check for more than one VDN number and act on either one the same.

Thanks for the information, it's what I expected, but I was hoping I was wrong.

Mike