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all internal calls from MVP show as main number when calling Contact Center
Tags: contact center
Nov 29, 2022 at 1:01pm   •   4 replies  •  0 likes
Matthew Neitzel

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?

on Dec 8, 2022 at 9:54am   •  0 likes

by default we have all set to company main number. I would need to push a culture change in the company.

on Dec 8, 2022 at 9:44am   •  0 likes

sadly our company wants everyone to output main number. It would be great if CCRN passed person's DID number or extension

on Dec 8, 2022 at 9:49am   •  0 likes

Check to make sure that your fields are all filled in, on the Caller ID screen - we noticed that they were blank for about 95% of our staff.

Especially the Alternate ID - that's the one in the RC phone pad/pull-down.

2 Answers
answered on Jan 12, 2023 at 2:00pm  

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.

answered on Dec 8, 2022 at 9:10am  

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.


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