Call Handling: label for incoming phone numbers

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  • Updated 2 years ago
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 Append text or assign a text label for incoming phone numbers

We have several people that manage more than one incoming phone number. It would be nice to be able to add or append a text label or something similar so that the person answering the phone would know a certain number was called and then answer accordingly. They can memorize the number or look on a sheet every time a call comes in so it would be nice to see it right on the screen. For example, we have two phone numbers. 888-555-1213 Company A and 866-555-1743 for Company B. Right now it shows the caller id number being called. So if someone calls 888-555-1213 it would display Company A or Comp A or COMPA or CMPA8885551213 or something like that so we know and answer thank you for calling Company A how may I help you.
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Keith Hanley

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Posted 2 years ago

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Jan Ferguson, Channel Partner, Champion

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Official Response
Keith,

That functionality is available now. In the Admin Portal for the extensions involved, go to Call Handling & Forwarding, then Incoming Call Information. You can configure the first option,  Incoming Number Displayed to Me: to be "Called Number".

To further assist you, or in place of, you can have the extensions for each company read out the extension name by selecting, Include mailbox name in announcement at the bottom of the screen. Note that the "announcement" referred to is an announcement that the call taker will hear...NOT the person calling you.  (See the screen shot below)

(Edited)
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Jan Ferguson, Channel Partner, Champion

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> "The announcement will announce the number called but not the name (which is what I am trying to suggest) "

No, that is not correct. It will announce whatever the mailbox NAME (a.k.a. User Name) is. NOT the mailbox number or the business phone number. If you name the mailbox XYZ Corporation, it will announce "XYZ Corporation". I know this because I use it every day and have for a number of years.

Here is the location it will get the mailbox name from:




Have you tried it yourself? If you had you will see how it works. You can always change it back moments later if it isn't to your liking. Just change one of your least used numbers, then call that number.

Repeating from my last message, here is EXACTLY what the person accepting the call will hear, based on the above screen shots:
"Hello Software Support. You have a caller. To accept the call press 1. For more options press star [*]."
(Edited)