3300 ACD Inbound Call Alert to supervisors

[jmarx33]

Hello Mitel friends,

I have a question, is it possible when a inbound caller comes into system that we can have some type of alert to the ACD supervisors of the caller ID. We have 48 site doctor offices each have there own call director with an option to press 1 that goes to our in house call center that is ACD or they can press 4 to ring a ring group at the office they are calling. We have a issues with a caller harassing one of or employees when they answer the call or the caller will hang up if it is not the person. I know we can block the number or reroute it with the call base routing in the system, but for legal reasons we can not block the number if it's a patient until they get discharged from the practices. Any work arounds, also we do have the MiCC.

Thank you for your time

[ZuluAlpha]

If you have contact center or Ignite it should be able to show the caller ID but not really until its ringing an agent. To do it differently I can't think of any other way than to have a group set up as a screening point for all calls.