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Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: phonelady55 on November 09, 2010, 02:24:45 PM

Title: ACD question
Post by: phonelady55 on November 09, 2010, 02:24:45 PM

Good afternoon,

I have a customer base all calling the same 800 to place service calls which are routed through the Sprint cloud to hit specific ACD paths based upon predefined area code/DNIS delivery.  I had a question around one specific customer calling and only hitting 4 specific reps - so the call would come from one number only.  I don't think it is possible to do, but thought I would throw it out there.

MCD 4.1

Title: Re: ACD question
Post by: wiseguy on November 09, 2010, 02:37:01 PM

There is no way to intercept a call based on the CLID of the calling party. This can be done with IQ.
If you have SIP trunks then there might be a chance that this might be possible with the new 4.2 software

Title: Re: ACD question
Post by: phonelady55 on November 09, 2010, 02:39:33 PM

I did not think so, but thanks anyway!

Title: Re: ACD question
Post by: ralph on November 09, 2010, 03:25:11 PM

Did you happen to talk to Sprint to see if they could route that one customer to a unique DNIS?

Ralph
www.university-music-on-hold.com (http://www.university-music-on-hold.com)

Title: Re: ACD question
Post by: v2win on November 09, 2010, 03:55:18 PM

Could you give that one customer a different 800 number to call?