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Mitel Forums => Mitel Software Applications => Topic started by: pakman on November 16, 2020, 09:21:31 AM

Title: MiCollab 7.3 Inbound Call Notification
Post by: pakman on November 16, 2020, 09:21:31 AM

Right now I've got agents working from home using 7.3. and when calls come in they only see the inbound call number. I want to know if its possible for the queue name or number to appear along with the inbound number or have it replace it? Spanish agents don't know when to answer in Spanish vs English. They do have access to Ignite but don't typically have this screen up watching it in real time. That might be our only option but wanted to make sure I wasn't missing something that could be done within MiCollab. 

thanks,

Title: Re: MiCollab 7.3 Inbound Call Notification
Post by: NEPhoneGuy on November 16, 2020, 11:22:01 AM

Displaying the name of the ring group is something that is present in MiCollab 9.1 and later. Not sure if it extends to ACD groups but I'd assume so. Ignite might be their best option.

Title: Re: MiCollab 7.3 Inbound Call Notification
Post by: Dogbreath on November 19, 2020, 12:46:44 PM

Quote from: NEPhoneGuy on November 16, 2020, 11:22:01 AM

Not sure if it extends to ACD groups but I'd assume so.

If you know how to enable this, I'm all ears!

Title: Re: MiCollab 7.3 Inbound Call Notification
Post by: kokolino23 on December 07, 2020, 08:10:59 PM

What if you route the call to a name tagged HG which has a call forward always to the Q?
You would need a NTHG for each queue

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