CCC Issue-URGENT HELP NEEDED

[b4dboy]

IP406 v2 running 3.0 (69) with VM Pro 3.0.15, CCC v5. Agents in the call centre are Hot Desking with their own extension (1xxx) to handsets in a 764x. The fixed Extensions (Avaya 5410) have Caller ID switched off but are still displaying the incoming number. For various legal issues, we'd like the incoming number hidden from the call centre agent.

IS THERE ANYONE WHO CAN HELP?

 

[CarGoSki]

I believe that this is the first time that I have heard a request to supress Caller ID from being shown.

 

[Francis999]

Strange request in fact, but yes, its possible; But only from Voicemail Pro as far as I know.

Simply transfert your calls to the call center group using an Assisted Transfert box and put some info in the Specific tab... just dont put the $CLI variable in there. i.e. you could put "Sales" in both fields and it will not display the calling number

If its a DID that ring to the group, just point it to this voicemail module or short codes and you're all set.... if you do this make sure you program a "Fallback destination" in the manager to go to the agent group in case the voicemail is down.

 

[CarGoSki]

The problem with routing to vm first instead of the hunt group is that the ccc reports will be skewed.

 

[Francis999]

old firmware (2.1) were counting 2 incoming calls for the group when 1 call was transfered from voicemail using assisted transfert... but that was fixed long time ago... I installed a call center a few month ago, at v3.0 (59) & VMPro 3.0 (15) and everything is showing correctly in the reports. and I'm using the voicemail to answer every DID + assisted transfert

what problems or report did you notice when going to voicemail first?

 

[NewNic]

Since your prolly paying telco $ to provide Clid....save yourself the money and cancel that service

 

[Francis999]

I just tried something and its working, take it or leave it...it seem that the sW string used to block outgoing caller id works internally too...

Create a short code to point to your hunt group

ex:

SC: 555 (fictive number)
TN: 200sW (your hunt group number)
outgoing caller id to be shown)
Feature: DialExtn

point your DID to the new hunt group and you should be all set...just make sure it doesnt mess up the reports

 

[CarGoSki]

If W works for supressing internal caller ID then that would be the way to go.

Perhaps I am referring to bugs gone by in reference to CCC and incoming routing. But once bitten I tend to stick with what works in most cases.

 

[MiniOrganMorgan]

As they are using VM Pro, would a transfer using Call List not be better that using the Assisted Transfer?

Just a thought.

 

[IPGuru]

Use the short code solution to withold CLI - the problem with using Assisted transfer from VM is the VM Port will not be released untill the call is connected.

 

[b4dboy]

Thanks Guys really appreciate all the Help!