One last thing - Hey you have 420 posts, sweet.
The problem we are having is. our CC agents are being displayed the DESCRIPTION of the DID.
So in Call Routing -> 1 -> The DID in question has a description called "OMGOMGOMG" (example)
The DID points to a call routing announcement, the CRA(CallRoutingAnnouncement) has a
USERNAME saying ENGLISHQUEUE
When a customer calls in to the DID, the agent's see
OMGOMGOMG transfer from ENGLISHQUEUE
Which to be honest is fine...
But when the agent's answer the phone it changes to "OMGOMGOMG" AND NOT ENGLISHQUEUE..WHY does the phone change the display after answering? This essentially means we cannot use autoconnect.
Why does it use the DESCRIPTION of the DID as the caller ID? Why does it use the USERNAME of the Call Routing Announcement to say where it's coming from? This is stupid. For our agents on autoconnect they will never see the name of the queue where the call came from, they will only see OMGOMGOMG.
Maybe you can point me in the right way..I used weird queue names so it would be easy to follow
I don't... I always give the customer full access, and setup automated backups to our server on a weekly basis (unless the system isn't reachable on from the Internet, but that is a "prerequisite customer requirement" on installation, if they absolutely refuse we set it up automated backups on a local server).
Then if they mess it up it's a billable service call to do a system restore... Thank you very much!!!