see call queue on phone

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

1. US 
2. Software as a service business
3. We have setup multiple call queue groups (e.g. sales, support, operations, tier 2, tier 3, Help desk).  People would like to know when their phone is ringing (desk, soft, mobile) whether it is a direct call to their extension or if it is a call to a group queue they are monitoring.  If is a group queue, which queue is it?  Ideally it would show the group name, but the assigned extension would be better than nothing.  

We were told by our implementation consultant that we could either see the number being called (which would show the call queue extension) or we could see the caller id of the caller.  Most of the time the caller id of the caller is important information so we don't want to lose that information.

We asked if we could setup different lines on our desk phones to do this and were told that we couldn't do that.  

If this worked on some devices, but not all that would be better than not working at all.

Ideally users could setup different ring tones or rules (silent vs ringing) for different call queue groups or their own extension.

4. use case: individual wants to focus on working, but needs to answer Tier 3 support calls when their phone rings. If the phone rings for other reasons they can let it roll to voicemail (again ideally it would ring differently for Tier 3 than their own extension).  

5. Users can quickly screen a call to know whether it is one they need to answer or not.
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Drew Gillow

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Posted 1 year ago

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