Just throwing this one out there! I have been asked by the call centre whether there is any software which will help users identify when we are receiving a VOIP call. We don't have full CLID and even if we did with the non geographical telephone numbers that some of these service providers allocate we aren't gauaranteed that the locality is the same as the telephone number. Does anyone know of anything that could identify VOIP inbound calls. I know that 0500 numbers could well be VOIP so this would prompt the agent to ask the question but the other non geographical ones just show as a normal number. Hope this makes sense!
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I know the calls are all treated through the trunks and are identified through applications when it comes to stat reporting. The thing that the agents need to be able to identify is whether the call is VOIP or not. I'm part of a call centre that deals with patients and also emergencies on occasion. If we have a specific number to contact the caller then that's fine. However with VOIP that isn't always possible and unless we can identify on call presentation it isn't always guaranteed that the caller will advise us that they can't be contacted. Hope that makes sense.
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