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Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: swilson on August 28, 2009, 11:17:00 AM

Title: ACD Queue Identification
Post by: swilson on August 28, 2009, 11:17:00 AM

Does anyone know if there is a way to not display the queue that the call is coming from to an agent and instead just display ANI of the caller?

Title: Re: ACD Queue Identification
Post by: Mitel100 on August 28, 2009, 04:21:44 PM

This has always been a problem for me as well. But, as far as I have been told from mitel 2nd / 3rd line, this is the way it should be as in call centre environments, the agents need to know what call is calling in order for them to make the right introduction.

However, it is not just call centres that use ACD and they would like to see the ANI instead of the Path Name.

The only way round it I have found is that the higher end sets, show both.

Title: Re: ACD Queue Identification
Post by: v2win on August 30, 2009, 08:00:54 PM

In Class of Service there is a timer called something like ACD after answer timer or something along those lines. I believe the default is blank which means on all the time. You could try to set it to 1 second or a very short duration depending on your application.