ACD Queue Identification by different applications.

[telepath9465]

I have a customer, they apparently inherited (purchased) a competitor. They want to use existing call queues to answer those calls, but answer them as the entity they are based on their screen information. Currently, whether you pick the queue through application 1001 in the Call Pilot, or through application ID 1005 based on the competitor's number. Is there any way to ID the calls separately to the queue, currently the existing queue(s) shows either caller ID (which won't help) or ACOD and member number. I'm not sure they even care about the caller ID other than to try and separate the entities from each other. The only way I could see, is to perhaps bring them in their own trunk group so the ACOD will be different, then they'll know. Any advice would be appreciated.

 

[bigindian65]

no symposium?

Mato' Was'aka

 

[telepath9465]

No, they don't use Symposium, but they want to use the same agents to answer both call types. But they want them to answer one call type one way, and the other call type by their name. The two entities are Pick A Part and Pick Your Part. Currently I've told the customer that I don't think their agents are going to differentiate if both call types come through the same PRI. That we would have to bring those calls in a different way, ground-start trunks perhaps w/o caller ID would put out the ACOD and member number on their displays during an inbound call so they would know who was called based on that information.

 

[trvlr1]

What are they seeing in the display currently when a call comes in from each separate number? You might be able to send the call from Call Pilot to a dummy ACD thats forwarded to the queue, then in LD 95 name the Dummy queue with the hopes that it would show the name. Not sure if this would work, don't have anything to try it on here.

 

[telepath9465]

Currently they come into Call Pilot to an AA, when the customer chooses a queue, the agent sees actual outside caller ID data, or ACOD and member number of the incoming trunk. I could try that and see what happens.

 

[jamie2]

Have you tried entering and identifying name on the 'Label' field of the ACD, or naming the ACD in LD 95 and see if those names would then be passed?

 

[NortelGuy1979]

If they're using basic ACD, why not have two ACDN and use MQA?

Matthew - Technical Support Engineer

http://www.linkedin.com/in/matty79