Hi There,

Currently,  the contact centre sales agents have DID numbers allocated to them. We have created a separate Inbound call flow for the agent's DID numbers which plays disclaimer messages to the caller before transferring the call to the agent.
Since the DID number is allocated to an inbound call route (Call flow), In the user's profile, if the agent work number is configured with that DID number (already allocated to an inbound route) it displays as duplicate and during the outbound call the CLI is not displayed.

The main requirement here, when the sales agents make outbound calls, their DID numbers require to be displayed as CLI

Any solutions or thoughts?

Thanks
Prem

Hi Prem,

I had a similar case. What I did was allocating the personal numbers to a flow that routes the call primary to the agent. If not available the call routes to the queue. For outbound the agents have a fake number assigned to them, which looks like their real personal number, e.g. other country code or other local area number. On the trunk level I use a Regex to manipulate the outgoing caller ID to the real personal number of the agent.

Hi There,

Currently,  the contact centre sales agents have DID numbers allocated to them. We have created a separate Inbound call flow for the agent's DID numbers which plays disclaimer messages to the caller before transferring the call to the agent.
Since the DID number is allocated to an inbound call route (Call flow), In the user's profile, if the agent work number is configured with that DID number (already allocated to an inbound route) it displays as duplicate and during the outbound call the CLI is not displayed.

The main requirement here, when the sales agents make outbound calls, their DID numbers require to be displayed as CLI

Any solutions or thoughts?

Thanks
Prem

Hi Prem,

I had a similar case. What I did was allocating the personal numbers to a flow that routes the call primary to the agent. If not available the call routes to the queue. For outbound the agents have a fake number assigned to them, which looks like their real personal number, e.g. other country code or other local area number. On the trunk level I use a Regex to manipulate the outgoing caller ID to the real personal number of the agent.

Hi There,

Currently,  the contact centre sales agents have DID numbers allocated to them. We have created a separate Inbound call flow for the agent's DID numbers which plays disclaimer messages to the caller before transferring the call to the agent.
Since the DID number is allocated to an inbound call route (Call flow), In the user's profile, if the agent work number is configured with that DID number (already allocated to an inbound route) it displays as duplicate and during the outbound call the CLI is not displayed.

The main requirement here, when the sales agents make outbound calls, their DID numbers require to be displayed as CLI

Any solutions or thoughts?

Thanks
Prem

Hi Prem,

I had a similar case. What I did was allocating the personal numbers to a flow that routes the call primary to the agent. If not available the call routes to the queue. For outbound the agents have a fake number assigned to them, which looks like their real personal number, e.g. other country code or other local area number. On the trunk level I use a Regex to manipulate the outgoing caller ID to the real personal number of the agent.

Hi There,

Currently,  the contact centre sales agents have DID numbers allocated to them. We have created a separate Inbound call flow for the agent's DID numbers which plays disclaimer messages to the caller before transferring the call to the agent.
Since the DID number is allocated to an inbound call route (Call flow), In the user's profile, if the agent work number is configured with that DID number (already allocated to an inbound route) it displays as duplicate and during the outbound call the CLI is not displayed.

The main requirement here, when the sales agents make outbound calls, their DID numbers require to be displayed as CLI

Any solutions or thoughts?

Thanks
Prem

@Edward Wit How did you work around the limit of three entries max?

I'm guessing that maybe your dummy numbers are the same as the DIDs used in the Inbound Call flow, but with a different Area Code so you can just take the trailing 7 digits and prepend the desired Area Code? Something like that?

I'm trying to think of ways to make it work well when you have hundreds of users to handle in that manner. 

Hi Prem,

I had a similar case. What I did was allocating the personal numbers to a flow that routes the call primary to the agent. If not available the call routes to the queue. For outbound the agents have a fake number assigned to them, which looks like their real personal number, e.g. other country code or other local area number. On the trunk level I use a Regex to manipulate the outgoing caller ID to the real personal number of the agent.

Hi There,

Currently,  the contact centre sales agents have DID numbers allocated to them. We have created a separate Inbound call flow for the agent's DID numbers which plays disclaimer messages to the caller before transferring the call to the agent.
Since the DID number is allocated to an inbound call route (Call flow), In the user's profile, if the agent work number is configured with that DID number (already allocated to an inbound route) it displays as duplicate and during the outbound call the CLI is not displayed.

The main requirement here, when the sales agents make outbound calls, their DID numbers require to be displayed as CLI

Any solutions or thoughts?

Thanks
Prem

@Edward Wit How did you work around the limit of three entries max?

I'm guessing that maybe your dummy numbers are the same as the DIDs used in the Inbound Call flow, but with a different Area Code so you can just take the trailing 7 digits and prepend the desired Area Code? Something like that?

I'm trying to think of ways to make it work well when you have hundreds of users to handle in that manner. 

Hi Prem,

I had a similar case. What I did was allocating the personal numbers to a flow that routes the call primary to the agent. If not available the call routes to the queue. For outbound the agents have a fake number assigned to them, which looks like their real personal number, e.g. other country code or other local area number. On the trunk level I use a Regex to manipulate the outgoing caller ID to the real personal number of the agent.

Hi There,

Currently,  the contact centre sales agents have DID numbers allocated to them. We have created a separate Inbound call flow for the agent's DID numbers which plays disclaimer messages to the caller before transferring the call to the agent.
Since the DID number is allocated to an inbound call route (Call flow), In the user's profile, if the agent work number is configured with that DID number (already allocated to an inbound route) it displays as duplicate and during the outbound call the CLI is not displayed.

The main requirement here, when the sales agents make outbound calls, their DID numbers require to be displayed as CLI

Any solutions or thoughts?

Thanks
Prem