ACD - can I add special text?

[dan231]

I have a call center and now a new ACD with only spanish speaking staff added.  Is there any way to add some text to help them identify that the incoming call is from a spanish speaking caller?

[dwayneg]

Pass the call through a phantom extension named ESPANOL, forwarded to your HG.  Second line of display will say FWD FROM ESPANOL. Or if you think a greeting would be nice pass it through a CALL ROUTING ANNOUNCEMENT with a TIME OUT DIGIT TRANSLATION of the HG, display will say TFR FROM ESPANOL.

[dan231]

Thanks.  I'll pass this by the manager for that area to see if that will suffice for them.

[mshimala]

Just name your CRA....see my cust example below.....this allows the phone user to see it and answer just like you are wanting.

See my attachment below....AA English mean auto attendant english and AA Spanish..well you get the point.

This way when the call routes out of the CRA based off of the digit translation the phone displays the "username" of the CRA.