We'd like the ability to be able to display where a call comes from in the IVR / Auto attendant menu. For example - press 1 for billing, 2 for sales, 3 for tech support - when it rings a phone in our previous system, we'd see the caller's name, number AND what call group they came through (BILLING, SALES, etc...).
In small offices - we often find people play more than one role - and thus their phones ring for multiple reasons - but they'll prioritize calls from some call groups over others (while others in the office will do the same thing except in reverse).
Currently tech support tells us there is no way to achieve this request. I'm hoping this can be changed, as I'm aware of at least three other VoIP providers that can do this today (Broadview, Vonage & Jive).
You can get further information on this here:
Thanks Jan - my understanding of this, however, is that it displays the phone number dialed - not which option on the IVR tree was pressed. For example, if my phone number is 212-1212 and our main office number is 555-1212- when I dial our office and I hit option 1 for billing, the caller ID on my phone, if I set it up as you suggested, would display to me 555-1212 - not Billing (nor my calling phone number). What I'm looking for is to see the BILLING in the call information somewhere.
What I've seen previously was something like this (two line display)
That shows me 3 things, the caller's name & his/her phone number - as well as which ring group / call group they hit (support in this case).
I tried, as an experiment, the Called Number option - same results - doesn't show which ring group came in.
We're not looking for this to announce when they answer the call (like a call announcement) - we want it to display on the phone's caller ID, as my two line suggestion showed. It's the call group / ring group that was dialed that we want to see displayed... any that's what we can't get.
ok - I re-confirmed. There is no way to do this unless:
1) You use call queues which will only display the number for the call queue (like a DID phone number).
2) I pre-fix a code to be beginning of the caller ID
So this is still a feature request. We don't put DID #'s on IVR menu options - nor do we have multiple phone numbers public. Everyone dials the same phone number in - then hits the IVR menu and presses 1, 2, 3 etc... - then that call group rings a bunch of phones. The feature request is that we want the option to pre-pend a TEXT wording for that. So if 1 was billing and 2 was sales - the customer presses 1 it should show up on the phones that ring as:
or if it was billing:
What RC tells me is that if we associated phone numbers with the options - then those phone numbers would show up on the Caller IDs of the phones - which would mean with a 9 option phone tree - people would have to remember which option each phone number corresponds with. Very difficult. :(
I am an implementation advisor and I do get a lot of requests of a related nature. I do have an idea you can try and see if you like it.
The IVR points to a group, if it is a Call Queue group, you will want to create a user account instead and assign the members of the group to the user account in the call handling. Be sure to name the User account as Sales, billing, etc.
Then for each agent that is assigned to take those calls, have them set up presence on their phone and assign that User Account to it. If the phone doesn't have enough appearance buttons, you can use the HUD on the Desktop application. Presence will then flash when a call comes into the user account and your phone will ring as well. A quick visual check will tell you which group it is. It's not perfect for agents who are in more than one group especially if you have ringing set up to simultaneous but i believe most times, they will see only one 'Group' flashing.
It's worth a try and please let me know if you have questions.
Take me up on a standing offer to schedule a training session where I will show you how to install the desktop application and set up the HUD. (of course we have to set up the user accounts but we can always just do a test account so we don't affect your current set up). It's a one time set up so the end users only have to remember to run the application at the beginning of the day.
Ideally, we want to use a 'test' in the first place to make sure it works the way you like before even trying to upgrade the phones but let me know as I would love to see if we can't get it to work.