Naming Direct Numbers into a Group

  • 0
  • 1
  • Question
  • Updated 3 weeks ago
We have multiple Direct (partner) Phone Numbers routing into a Group.  If a consumer calls our partner's support phone number,  the call comes into our center to a Group called Fulfillment.  We need a way to be able to identify those Inbound calls by client name.  Originally, RC Support told us to download the numbers into the softphone Contacts List and it worked for a month but now its not but we haven't changed any setting. We have our setting marked to show us the number that was dialed but instead of showing us the client name along with that (as saved in our Contacts List), its showing us the callers name (which we do not have marked in our settings).  Please help!
Photo of Amy Price

Amy Price

  • 150 Points 100 badge 2x thumb

Posted 3 weeks ago

  • 0
  • 1
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 43,212 Points 20k badge 2x thumb
Hey Amy, I would suggest opening a case so we can gather more info!