CPN and Agent ID

[SOConnor]

I actually have two questions. We are on a G3r on R011r.03.2.536.1 using EAS

1. How do I control the number sent from an active ACD phone? When the agent is logged in the only number that is sent is our BTN. If no agent is logged in then I can control what gets sent. All outbound calls go out the same PRI trunks. Station numbers can be controlled but not when agents are logged in. I have tried setting them up in the ISDN public-unknown table but that doesn't seem to affect what the called party sees.

2. Is there a way to have the phone extension/name display internally rather than the agent ID/name on calls to other internal users.

 

[BoBAz]

Hey SOConnor,
Were you ever able to find a work around for you trouble ? Just curious because I am havving the same issue.

BoBAz

 

[98Converter]

I think you can do a change in the hospitality form to remove name on the phone. I forget exactly what section needs to be modified, but I believe it's in there.

The other piece... still thinking

We are what we repeatedly do. Excellence, then, is not an act but a habit. ARISTOTLE 384-322 B.C.

 

[SOConnor]

I was able to take care of #1 by entering the agent ID in the ISDN Publice table and specifying the number to be sent but with limiited entries in that table it could fill up fast.

I still have not found a resolution to #2 except that if you say "yes" to LoginID for ISDN Display? in the agent screen and the internal extension that the agent called has an inspect button they can push that button while on the call with the agent to determine the name on the station (not the agent name).

 

[BoBAz]

SOConner,

That is the same place where I am at... Although for all of my Agent out bound calling .. I masked their DID to the Main BTN for the company... I grouped their extension to a block in our Dial plan.

As for the the Agent Id " internal " issue. There is no work around ..once the user/agent logs in .. the number ( extension ) of the agent takes over the phone... Although there is a work around.. that might work... try assigning the telephone set a bridged extension, then administring / using the hospitality " display client room " feature and training the callers/agents to place calls on those bridged appearance telephone number. Draw back is you will have to lump another extension to the reporting for the agents...

Now if your connected to other PBX via a DCS .. the hospitality feature does not work.. or atleast I have not been able to make it work.. the actual extension shows and not the hospitality room number..

Hope this helps.

BoBAz

 

[SOConnor]

Unfortunately I cannot use the bridged extensions. In order to avoid problems with E911 we have made the decision to remove all bridged appearances and not allow them to be built in the future until there is some way to identify an exact location of a station when a bridged appearance is used to dial 911.

If you know of a solution for my E911/bridged appearance issue I would love to hear it!

 

[Jolagues]

SOConner

I am trying to send the btn for my agents using the public unknown table and it does not appear to work. are there any other settings I need to check

José

Please let me know if this was helpful

 

[SOConnor]

On page 2 of the trunk group programming I have "public" for the "numbering format"

On page 2 of the station programming I have a blank for "per station CPN - Send Calling Number"

On the agent programming I have "n" for "LoginID for ISDN Display?"

If I do not address the login ID in the Public-Unknown table then the BTN is sent. If I address the login ID in this table then the table controls the number sent.

Hope that helps.