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Mitel Forums => MiVoice Office 250/Mitel 5000 => Topic started by: dan231 on March 19, 2015, 05:59:52 PM

Title: ACD - can I add special text?
Post by: dan231 on March 19, 2015, 05:59:52 PM

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?

Title: Re: ACD - can I add special text?
Post by: dwayneg on March 19, 2015, 08:03:47 PM

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.

Title: Re: ACD - can I add special text?
Post by: dan231 on March 20, 2015, 09:17:10 AM

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

Title: Re: ACD - can I add special text?
Post by: mshimala on March 30, 2015, 04:52:58 PM

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.