if an user in MVP calls internal helpdesk in Contact Center, the agent doesn't see their extension just the main number. Any fixes for this yet?
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A couple of items there - under each user is an option:
Under the user, then Outbound Calls/Faxes - Caller ID - at the bottom is that option.
The other place to update is on the Call Groups - update the incoming CID to show for what you need.
Hope that helps.
sadly our company wants everyone to output main number. It would be great if CCRN passed person's DID number or extension
by default we have all set to company main number. I would need to push a culture change in the company.
I assume you're using RingCentral Contact Center? There are several ways you could overcome this depending on the specific circumstances.Especially if you have Cloud Connect between MVP and Contact Center.
The rough idea is that you would pass variables identifying the caller from MVP to Contact Center then in Contact Center you ca technically override the Caller ID in the Contact Center Call flow to display the caller info to the Help Desk. IN Studio you'd want to use a variable other than {ani}. If your original scripting was done by Professional Services at RC the variable is more than likely {marqueeani} but you'd eed to trace it out to be sure.
RC Professional Services may be the best option in a case like this. It is something that is a fairly common request but usually approached through the Caller ID setting. But it is feasible.
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