Setup phones to be able to change outbound displayed number

[ghost]

Hi
Trying to make a change for a growing contact centre
They have multiple queues (ACD)
They want to display different DID numbers depending on who and why they are calling
I currently have some multicall buttons on their 5330 phones combined with some CPN Subsitution

What other solutions do I have to try to replicate this as they are out growing this method

[Sube100]

The "Associated Directory Number" form might be the way forward if the issue is that you're running out of space in the CPN substitute form?

[ZuluAlpha]

For clarity, are you looking to do this for outbound calls, or for inbound calls to the agent?

[ghost]

they are wanting each agent to be able to select different DIDs for outbound calls

[ZuluAlpha]

The only other way I can think to do this would be with some sort of ARS routing. Use 9+Number for your DID, and then something else to mask based on call back number. 51+number for Acme, 52+Number for Doofenschmirtz Evil Incorporated, 53+Number for Wayne Enterprises, etc.

The only catch is that it is still user dependent and they will still want buttons for speedcalls labelled as each company so I'm not sure that really saves you anything.

In the call center, if the same agents always call from the same company (or agency or queue) then I would use Associated Directory Number like Sube100 suggests. If they have to select based on circumstance I think buttons are the way to go because it decreases the chance of a misdial.

[Magpye]

With MiVB 9 / Micollab 8.1 / MiCC 9 there is the option for agents to select their outgoing number within web Ignite.

[ZuluAlpha]

With MiVB 9 / Micollab 8.1 / MiCC 9 there is the option for agents to select their outgoing number within web Ignite.

I didn't know that. That's a cool feature.

[ghost]

With MiVB 9 / Micollab 8.1 / MiCC 9 there is the option for agents to select their outgoing number within web Ignite.

Interesting, unfortunately I'm still a couple versions behind


Thanks everyone for their input, decided to stay as is for the moment.