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I manage about 15 phones across 4 sites.  Each site has a primary incoming phone number.  We have a 5th phone number assigned to a call queue that is spread across 2 sites and that number represents a seperate brand.  It has its own incoming number.  When staff dial out we would like them to be able to dynamically choose in some way if they are calling on behalf of the primary site they are located at and thus use the primary caller id for that site (the sites incoming number) OR if they are calling or returning a call that came in on the brand queue that has its own caller id - then they would use that number as a caller id  - Is that even possible
The user outbound callerid have some options but setting a delegated number didnt seem to work

 

If the user has been added as a member of the queue, the queue’s direct number should be available as an option for their outbound caller ID. Could you confirm if the queue number is not appearing in the list of available caller IDs for the queue members?


100% available in the admin portal as an outbound caller id - I was more asking about making that dynamic.  On any given day a queue member may make a call from the desk phone that relates to two different queues.  For example :-

Customer A callls in on Queue 1 - from Site 1 and is answered.  The member makes a point the customer requires a call back later in the day

Customer B calls on Queue 2 - which relates to Site 2 and is answered.  The member makes a note to call them back

When the member returns the call to Customer A - they would want the Outbound ID to reflect Site 1 
When the member returns the call to Customer B they would want the Outbound ID to reflect Site 2

Yes we can set the outbound ID of a user in the admin settings but its not very dynamic.


While it is set on the Admin panel for the user, there is a Role setting to allow/deny the changing of the Outgoing number on the dialpad.  It’s that pull-down arrow to the right of the number. (above number 3)
 

 

If you Allow the changing of the Outgoing number, then the Agent can choose which outgoing company number to use for that call.

 

Hope that helps.

 

 


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