Hi All, 

I'm having more use cases pop up where agents need to specify a caller id (using the chrome extension), but are troubled by the thought of having to do it on each interaction that they start. The Queue assignment can be remembered using that tool, but not the caller id (grrr....). 

Our use cases here involve a direct dial number that is associated with a person, but that we are running through a call flow in order to achieve the proper call handling. It's very important to them that the customers they're calling see their caller id and not a main or generic queue number. 

Is anyone else running into this and is there any way to make this easier? 

Thanks
Dean.
#Telephony

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

The default clients do not allow this, but you could use multiple queues for this and then route all calls inbound to a single queue, so essentially, all those other queues are just for designation of caller ID and for tracking of outbound manual calls.  

What you should do is take the Embedded Framework client from https://developer.mypurecloud.com/api/embeddable-framework/actions/clickToDial.html (The entire client has GitHub samples) and change the clickToDial to change the callerId parameter or at least allow for drop-down or entry of it much like the queue does.  This would not be a big lift and there are plenty of examples.  If you need a developer to help you with this, Avtex has many.

https://developer.mypurecloud.com/api/embeddable-framework/purecloud-embeddable-framework-example.html

https://github.com/MyPureCloud/platform-client-sdk-java


------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 02-26-2020 10:29
From: Dean Thames
Subject: Sticky Configurable Caller ID

Hi All,

I'm having more use cases pop up where agents need to specify a caller id (using the chrome extension), but are troubled by the thought of having to do it on each interaction that they start. The Queue assignment can be remembered using that tool, but not the caller id (grrr....).

Our use cases here involve a direct dial number that is associated with a person, but that we are running through a call flow in order to achieve the proper call handling. It's very important to them that the customers they're calling see their caller id and not a main or generic queue number.

Is anyone else running into this and is there any way to make this easier?

Thanks
Dean.
#Telephony

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Thanks Robert.... 

We've been limping along on this but I'm going to try to get this moving. We have some internal resources that can possibly help, but if I don't get any takers I may ping you offline to discuss. 

Dean.

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Original Message:
Sent: 03-08-2020 20:53
From: Robert Wakefield-Carl
Subject: Sticky Configurable Caller ID

The default clients do not allow this, but you could use multiple queues for this and then route all calls inbound to a single queue, so essentially, all those other queues are just for designation of caller ID and for tracking of outbound manual calls.

What you should do is take the Embedded Framework client from https://developer.mypurecloud.com/api/embeddable-framework/actions/clickToDial.html (The entire client has GitHub samples) and change the clickToDial to change the callerId parameter or at least allow for drop-down or entry of it much like the queue does.  This would not be a big lift and there are plenty of examples.  If you need a developer to help you with this, Avtex has many.

https://developer.mypurecloud.com/api/embeddable-framework/purecloud-embeddable-framework-example.html

https://github.com/MyPureCloud/platform-client-sdk-java


------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 02-26-2020 10:29
From: Dean Thames
Subject: Sticky Configurable Caller ID

Hi All,

I'm having more use cases pop up where agents need to specify a caller id (using the chrome extension), but are troubled by the thought of having to do it on each interaction that they start. The Queue assignment can be remembered using that tool, but not the caller id (grrr....).

Our use cases here involve a direct dial number that is associated with a person, but that we are running through a call flow in order to achieve the proper call handling. It's very important to them that the customers they're calling see their caller id and not a main or generic queue number.

Is anyone else running into this and is there any way to make this easier?

Thanks
Dean.
#Telephony

------------------------------
Dean Thames
Koch Business Solutions
------------------------------