queue caller id

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This conversation has been merged. Please reference the main conversation: Call Queue name on screen - show called extension

Inbound Caller ID from Queue Calls - Our phone system is for a Pizza Company, We have Multiple Locations over a Large Geographic area. When Call Volumes are heavy our calls go to a queue so the call is answered and the order placed. The PROBLEM is that the members of the call queue dont know which stores call queue they are answering, Having the customers phone number is good, but we also need to know which store they were calling in the first place (queue name) that the queue member is answering? I dont want a message played when the agent answers the phone, I just want them to see on the caller ID, the customers number and the queue name that is calling...
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Kevin K

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Posted 1 year ago

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Elliot Beaudoin, Alum

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Hello Kevin, 

What is your primary end point, Mobile, hard phone, etc?

- Elliot
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Kevin K

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Ideally, When a call has bent sent to a queue, and a member of that queue answers the call, they would see the queue name that they are answering. The end point  would often be a desk  phone. Some members of the call center group (the users who can answer and place orders for any of our locations) use the HUD, while some use a Desktop phone, In the HUD it is easy to see where the call is coming from, but it is not practical for all of our agents to use the HUD and some rely on a Desktop Phone, And all they can see is the Incoming Caller ID info (which is good) It would be extremelly helpful though if they could see the name of the Queue that is ringing also
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RC-Installer, Champion

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Kevin, there is an option to append digits to the caller ID on a inbound call.  In your case that may make sense.

For example if the inbound caller id is 847 234-9870 you could tell ring central to add 555 to the end.

so the desk phone would see 8472349870555.

Then you could use the numbers to identify the store they are calling from.

under call handeling, inbound caller ID

That may work
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Kevin K

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Yeah In Theory That Would, Except You Cannot Adjust the outgoing caller ID on Queues or Groups. And while I Could Append the incoming ID On The User Level, The problem still remains I have 32 Stores With Individual Queues and The Appending would Just Show the Same Number and I would Still Have No Way Of seeing Which Queue Is Ringing, Only That A Queue is calling???
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TCooper

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This reply was created from a merged topic originally titled Mobile app feature: Incoming call path / queue identifier.

Canada - Mobile App - IT Consulting Company:
I wear many hats at our company (Support, Sales, Accounting, etc.) and also receive direct calls. It would be VERY helpful to be informed on the app the path as to how the call is coming into my mobile app before I answer it.  Is the call coming into me through our Sales queue, Support Queue or a direct call to me.  If I am driving, on-site at a client's office or in a meeting I don't want to take a support or sales queue calls but I do want to take direct calls.  Nothing on the app call screen informs me of this when a RC call is coming in and if I let it cycle through to ring my cell number and answer the call to hear "Queue Call..." is too late.  Even at that, it doesn't identify what queue the call is being directed to me from.

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