Calls come in to a Call Queue for example SUPPORT. Agents see ‘incoming call for SUPPORT’
We have a second queue called EXECS that is set to forward all calls to SUPPORT
But the agents in the SUPPORT queue need to know the call is intend for EXECS and answer accordingly.
But it doesn’t - every call displays ‘incoming call for SUPPORT’
In a previous life (Teams) I seem to remember a setting called ‘preserve call forward header’ or similar, or maybe something to do with P-Assert?
Help.
Best answer by robbo
Use queue overflow instead of call forwarding on no answer, it should preserve the name
Use queue overflow instead of call forwarding on no answer, it should preserve the name
Thanks, but I just can’t get that to work.
+2
Change the display settings for the SUPPORT queue:
Go to the Admin Portal > Phone System > Groups > Call Queues.
Select the SUPPORT queue.
Go to Phone > Call Handling & Forwarding.
Click Settings (or Incoming Call Information).
Under Incoming Call Name, look for the Direct Calls or Forwarded Calls options.
Change the setting to include "Called Number" or "Custom Label."
Mary, Is there an option in RC queues to allow call queue name override. i know I had capabilities like this in my previous telecom life (A^@/@) :-)
+2Mary, Is there an option in RC queues to allow call queue name override. i know I had capabilities like this in my previous telecom life (A^@/@) :-)
Can you please elaborate your use case? 🙂
So on Avaya, yo cold set an override setting to VDN’s Vector Destination Numbers so the if a call passed through one VDN to another, you could set the second VDN to pass along the original VDN name IE Override its own name. This was helpful for multiple call flows that had priority levels or overflows so the when an agent answered the called it would know the name of the beginning VDN or Queue is this example.
Hope that helps.
Sorry for all the Avaya jargon but it was the easiest way to make sure I said it correctly as I remembered it.
+2So on Avaya, yo cold set an override setting to VDN’s Vector Destination Numbers so the if a call passed through one VDN to another, you could set the second VDN to pass along the original VDN name IE Override its own name. This was helpful for multiple call flows that had priority levels or overflows so the when an agent answered the called it would know the name of the beginning VDN or Queue is this example.
Hope that helps.
Sorry for all the Avaya jargon but it was the easiest way to make sure I said it correctly as I remembered it.
Call Queue doesn’t have a specific VDN-style override toggle. The workaround is to adjust the Display Settings on your downstream queues so they show the original entry point info rather than the overflow queue name. It’s a slightly different workflow but achieves the same 'beginning-of-flow' visibility for your agents.
So on Avaya, yo cold set an override setting to VDN’s Vector Destination Numbers so the if a call passed through one VDN to another, you could set the second VDN to pass along the original VDN name IE Override its own name. This was helpful for multiple call flows that had priority levels or overflows so the when an agent answered the called it would know the name of the beginning VDN or Queue is this example.
Hope that helps.
Sorry for all the Avaya jargon but it was the easiest way to make sure I said it correctly as I remembered it.
Call Queue doesn’t have a specific VDN-style override toggle. The workaround is to adjust the Display Settings on your downstream queues so they show the original entry point info rather than the overflow queue name. It’s a slightly different workflow but achieves the same 'beginning-of-flow' visibility for your agents.
I need a better explanation of how this would work, as despite all the kind answers, none seem to have hit the spot.
So I have been playing with queues and found a work around. For the Exec queue that forwards to the Support queue. Instead of forwarding to the “regular” support queue make a duplicate of Support queue with all the same settings and features of Support but make the name Exec Support that way any agent that sees the call knows its coming from the Exec queue to Support. Since you can be an agent in multiple queues just create the new Exec Support with no other function that to accept forwarded call from the Exec queue so that support agents can answer an know all the relevant information to answer the call thank you for calling the Exec support line versus answering thank you for calling the support line.
Let me know if this resolves the incoming call pop information.
We sorted this via playing around with OVERFLOW settings.
Like a lot of RC GUI settings - it could surely be clearer. But thanks all for the answers given
Use queue overflow instead of call forwarding on no answer, it should preserve the name
Got it working after a lot of experimenting ………………. thank you
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