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  • 1.  How to change the number for an agent?

    Posted 07-25-2024 21:03
    No replies, thread closed.

    When an agent calls back, it uses her number instead of the number they called in with as the dial-out number. So, whenever users have problems, they call the agent's direct number, thinking it is the main number. As a result, the agent receives all the calls directly, and they do not go to the common number. How can we change this so that when the agent dials out, it uses the number set for that queue/group?

    <cib-overlay> </cib-overlay>

    #Routing(ACD/IVR)

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    John Francis
    Empeople Credit Union
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  • 2.  RE: How to change the number for an agent?
    Best Answer

    Posted 07-25-2024 22:20
    No replies, thread closed.

    Hi John,

    Your agents should use the Interaction icon from the left-hand side menu and then start new Interaction by placing a manual outbound calls "On Behalf of Queue". If you have Calling Party Number configured for the selected Queue then that number will be presented on the recipient phone.  

    Can you please check you have the Calling Party Numbers configured on a Queue level and that your agents are always placing manual outbound "On Behalf of Queue". 



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    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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  • 3.  RE: How to change the number for an agent?

    Posted 07-26-2024 16:39
    No replies, thread closed.

    To add to Tatjana's explanation, I should also point out that in the user's settings, they have to option to make the last Queue used "stick" so that it does not have to be selected for each call - reduces work for the Agent and lessens the chance that they will forget - especially useful if they mostly call out on behalf of a single queue.

    HTH



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    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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    Original Message


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