IVR: Persist Caller ID when Forwarding

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We would like the ability to display the callers phone number when calls are forwarded via the IVR.  This would be similar to how the callers phone number can currently be displayed when a call is forwarded to an extension.

We subscribe to a third-party help desk to service some of our customers.  When our customer calls our number and selects the appropriate prompt, they are forwarded to the help desk's 800 number.  The help desk uses our customer's phone numbers to determine the identity of our customer.  However, we have been told by your support that the current IVR configuration will only show our company's main number when a call is forwarded from the IVR.  With this limitation, the IVR system is not much use to us for this application.
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Kevin Farnsworth

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Posted 2 years ago

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