Ability to edit or modify caller id of a number, once it enters the 3300? 1

[TrentGreenawalt]

Reference: thread1329-1699054

We are continually looking for a way to do this. Our phone vendor has only offered to use call center (login/logout) of queues and what not as a solution to this. I think there still has to be another way. Problem is I am no Mitel Engineer, nor a phone system programmer. I have held my own in the past with an old definity Avaya system, but this mitel system always shocks me in how HARD the simple things are. We are now up t 3 toll free numbers that all technically ring into the same hunt group as our main office line, so we have 4 different types of phone calls coming in and our receptionist has to ask each caller who they are calling for now.

NOTE: The owner of our company requires the phones be answered, so directly passing the calls to certain areas of the company is not an option. However, I would imagine this "could" solve one of our toll free line issues. We have a product specific line with 4 members in 2 branches that are responsible for fielding these calls. If I could ring all 4 phone when this number is dialed that would be great.

Anyways, back to my question. If I routed the toll free number into a general extension/hunt group, then renamed the caller id (if possible) to add a H- to the beginning of the caller id and then routed the call to our main hunt group, would the call show with the H- + Caller ID. Would this work? Sorry to beat a dead horse, but we really never got anywhere with this in the end.

Thanks,
Trent Greenawalt

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 4.2 SP2
Active Software Load: 10.2.2.10
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones (SIP Service via AT&T IP FLEX)

 

[TrentGreenawalt]

Looks like this was discussed, just found it. Any further thoughts on how to resolve this:

http://www.tek-tips.com/viewthread.cfm?qid=1694775

?

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 4.2 SP2
Active Software Load: 10.2.2.10
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones (SIP Service via AT&T IP FLEX)

 

[TrentGreenawalt]

http://www.tek-tips.com/viewthread.cfm?qid=1708909

There is also this discussion of using a ring group. This might work, the answer is near the bottom. I just don't know how to test this properly. Again, not real good at setting up and testing phone systems that I don't know.

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 4.2 SP2
Active Software Load: 10.2.2.10
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones (SIP Service via AT&T IP FLEX)

 

[RotaryDialTommy]

I would call in a certified tech who is good at setting up and testing a Mitel 3300 .

 

[TrentGreenawalt]

I already tried that calling in my service tech who setup and installed the system. After "6 hours of research" billable mind you, they had nothing for me. I most likely will NOT ask them to "work" on this again. I am in IT and have worked/work as a consultant. If I don't know something, I don't bill the customer to figure it out. I figure it out and then bill them to install/set it up. Troubleshooting is another story.

Left a poor taste in my mouth.
Your help is appreciated,
Trent

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 4.2 SP2
Active Software Load: 10.2.2.10
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones (SIP Service via AT&T IP FLEX)

 

[LoopyLou]

Its early and I am only working on my first cup of coffee so you have to forgive the question but is it really the called 1 -800 i.e caller ID that needs to be viewed. This in my thinking would mean the answerer would need to know what a certain 1-800 number goes to. I would have thought as long as the answerer sees something that tells them what the call is for that would be enough.



The beatings will continue until morale improves.

 

[TrentGreenawalt]

Yes, and honestly it doesn't matter "what" they see as long as the 4 different types of calls can be deciphered on the screen of the phone when the inbound call comes in.

Example:
800-630-2563 - (Socks)
800-262-4578 - (Shoes)
800-556-5656 - (Shirts)
262-784-1111 - (Main Line - General)

So if a customer calls the "Socks" 800 number, the caller ID (or some phone system feature) needs to identify that the call is in fact for Socks, and once the call is picked up the caller id should display in full. If the caller id is modifiable, then prefix it with a (Socks) or something like that.

I would just like our receptionist to know in advance what the person is calling for specifically.

Your help is appreciated,
Trent

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 4.2 SP2
Active Software Load: 10.2.2.10
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones (SIP Service via AT&T IP FLEX)

 

[kwbMitel]

Trent,

This can be done (probably) but we/I need a better picture of the whole story.

The initial challenge is relatively easy to resolve I believe but the devil, as they say, is in the details.

A ring group is a good place to start but ring groups are difficult to manage with repect to unanswered calls and after hours.

Questions:
- What type of set is at the main answering position
- Assuming 5340, how many keys on the first page are available for use (what If I wanted to use all 16?, would that be a problem?)
- What needs to happen if the receptionist does not answer withing 4 or 5 rings (continue ringing, Voicemail, Comfort greeting, Other)
- What needs to happen after hours
- How is after hours routing currently invoked (forwarding, night service, other)
- Assuming PRI trunking with DID's, do you know ALL of your DID's if they needed to be modifed?

That's probably a good start as the question tree starts to expand exponentially without those answers.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[TrentGreenawalt]

Hi Kwb,

You are always johnny-on-the spot answering my posts as is loopylou, thanks guys.
To answer your questions: Specifically:
Questions:
- What type of set is at the main answering position
+The main answering positions in all cases are 5340's

- Assuming 5340, how many keys on the first page are available for use (what If I wanted to use all 16?, would that be a problem?)
+We have little to no room on the phones as is, so adding another group of 4 buttons per line is discouraged. This is why I would like the phone display to tell you where the calls are coming from, not the actual button appearance. No other phone system that I have worked on needed a button on a phone for every line. They were able to have one button for all lines and then separate queues that callers would sit in based on inbound number dialed, then when the call came up on the receptionist phone the display said where it came from and in that specific instance it was the queue name (named after the toll free numbers purpose)

- What needs to happen if the receptionist does not answer within 4 or 5 rings (continue ringing, Voicemail, Comfort greeting, Other)
+We have an overhead ding/chime that goes off, and then our customer service dept has a "pickup chirp" button on their phone. In one office this will chirp indefinitely, and in our branch office it will reroute up to our main office after like 6 rings and then enter the cycle I just mentioned above. In no case will it go to VM, on purpose, during the day at either branch on the main office lines. (This per the owner)

- What needs to happen after hours
+ Both branches go into night mode and have VM. These would need their own VM box with specific audio for that line. Then each department specific to that product line would need VM buttons on their phones for that mailbox flashing if their is a message.

- How is after hours routing currently invoked (forwarding, night service, other)
+Night service 1 and 2. We use night 1 for direct to chirp 30 minutes at the beginning of the day, and the last 30 minutes of the day at both sites. Night 2 is direct to VM and it put into service on a schedule.

- Assuming PRI trunking with DID's, do you know ALL of your DID's if they needed to be modified?
+We utilize SIP in both sites, and yes I know all of the DID's that are inbound on our site. Modified as in how? Naming convention?

Thanks again for your help, I look forward to your response.
Trent Greenawalt


Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 4.2 SP2
Active Software Load: 10.2.2.10
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones (SIP Service via AT&T IP FLEX)

 

[kwbMitel]

Ok, based on your answers so far, I would take ring groups off the table. (due to multiple night mode ringing and difficulty in this regard)

I wasn't completely clear on the chirp whether it was simultaneous with the ringing or after a set time when in day mode. If after a set time, would I be correct in saying that it stops ringing the reception set and starts ringing the chirp or does it in fact ring both at that moment.

The DID question was related to the possibility of manipulating digits of some without affecting others. This is simple with SIP so if this is necessary then we're good to go.

In the night mode when the calls go to VM, do you provide the option to dial another extension or does it simply take a message?
- If it simply takes a message then we might have a simple solution

Another thing we might try is displaying DNIS digits. This would display the digits dialed by the caller before displaying the number they are calling from. The person answering the phone would need to be able to differentiate the digits.

I see a potential issue with the pickup from the chime. I doubt this mode will be able to identify the call in any way but we won't know until we get to testing. If we could solve the main issue and still have an issue when picking up from the chime would that be acceptable?

Could you fill in the blanks on how the call currently rings the reception set(s)?
- Does it ring in on keylines, multicall lines, huntgroup, other.
- the more detail on this the better as we don't want to break things that are working while changing the process.







**********************************************
What's most important is that you realise ... There is no spoon.

 

[TrentGreenawalt]

Chirp is it's own extension, so it alone chirps the reception phone(s) stop ringing at that point. You have to use "pickup chirp" to get the call. It is basically a call retrieve with the extension of the chirp programmed directly in the button.

The night VM does give the option to dial an extension. In case someone is working late and still needs to get a call or leave a VM for someone specific. I believe they can also dial by name in the VM.

DNIS digits sounds intriguing. Tell me more?

For the chime, etc for these product specific lines, we could forgo the chime and send it to a ring group, person, or direct to VM. It doesn't necessarily "have" to follow the main line ringing pattern. The calls will be so specific that they can go to someone specific, or a group. The main line could be anything, that is why we must talk with someone to figure out who should field the call.

For the current main line ringing pattern, we have a hunt group 1000, and each of the receptionist phones (6 total) have 4 buttons on their phones 1001,1002,1003, 1004. Down in our branch office they have the same setup except theirs is HG 2000, and 4 lines 2001,2002,2003,2004. The keys are "key line" keys, if that helps. Their are two phones that are primary at each location, where the other 4 phones have delayed rings.

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 4.2 SP2
Active Software Load: 10.2.2.10
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones (SIP Service via AT&T IP FLEX)

 

[kwbMitel]

DNIS - Tell me more:

There are several options assoc with DNIS that allow the system to display the dialed number prior to the ANI digits/name

I rarely play with this option so I have no idea how it would act in your hunt grp / key line environment.

If you want to play (it can't really hurt), the COS options are:
- Display ANI/ISDN Calling Number Only - This option must be off (both for trunk and station)

Select "Yes" to display only ANI information. Select "No" to display DNIS digits when the set is called, and ANI digits once the call is answered.
This field is specific to display telephones and attendant consoles that provide ANI/DNIS information.

- Display DNIS/Called Number Before Digit Modification

Select "Yes" to send DNIS information (without digit modification) to a DID trunk programmed as an ANI/DNIS delivery trunk. Select "No" and DNIS digits are displayed in their modified form.

The display of DNIS information at a set or console is controlled by the Display ANI/DNIS/ISDN Calling/Called Number and Display ANI/ISDN Calling Number Only COS options.

With the Night MB allowing dial an extension and DBN, I think that takes using NameTag Groups off the table (but possibly not)
- Again, something to play with
- Create a Nametag Huntgrp numbered *1000 and use Call Routing always to route it to hunt group 1000
- Assign a name to the huntgroup *1000
- Terminate a DID to *1000 and call and see if the name displays on the switchboard
*** to this point things should work as predicted
- In night mode call the test DID
- Verify that the same options/greeting play in night mode as when 1000 was called previously
- dial an extension and see if the call drops into that extension mb (history tells me it will drop back to mb 1000)
*** If the call drops into the correct destination MB then this option is looking viable.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[TrentGreenawalt]

I will have to give that a try after the first of the year, thank you so much for the insite. I really hope this works for us. I know one thing that really slows me down with testing is the fact that it takes AT&T like 3-5 business days to switch the inbound phone number. So if I wanted to switch it to a DID to test, it would take 3-5 days, then 3-5 days to put back if it doesn't work.

Makes it very difficult. Thanks again. I will see about testing a few of the things next week.
Trent Greenawalt

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 4.2 SP2
Active Software Load: 10.2.2.10
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones (SIP Service via AT&T IP FLEX)

 

[kwbMitel]

Why do you need outside AT&T to do anything?

You must have a spare DID somewhere or one you can borrow for the purpose of a test.

Back to one of my first questions:
KWB Q- Assuming PRI trunking with DID's, do you know ALL of your DID's if they needed to be modifed?
TG A- We utilize SIP in both sites, and yes I know all of the DID's that are inbound on our site. Modified as in how?
KWB A- The DID question was related to the possibility of manipulating digits of some without affecting others. This is simple with SIP so if this is necessary then we're good to go.

You can easily modify the inbound digits to dial different internal numbers than those directly associated with the DID number. Choose one that sees little or no use and go to town on testing.

**********************************************
What's most important is that you realise ... There is no spoon.