When agents place a second call while already on an existing call, the caller ID often does not display the queue's program name or number, causing confusion. This appears to default to trunk info caller ID for additional outbound calls instead of the queue caller ID.
To clarify, some of our call center procedures, particularly around the practice of placing second and third calls while already handling an existing call and case. For example, when our agents are on a call with an insurance company and need to call back the patient to confer in, this additional call is not advertised as part of a queue. Consequently, patients may become confused when they see an unfamiliar caller ID, given that we manage multiple medical queues, each displaying its own program name or toll-free number.
To mitigate any confusion and ensure a smooth experience for our patients, it is important that we clearly explain this process to them during our initial interaction. This way, they will understand why they might receive calls from different numbers and will be better prepared to handle the situation.
Caller ID Display Issues on Second Outbound Calls in Contact Center Queues
making a call on behalf a queue shows a number, but when add conference call it shows Trunk´s number instead of the queue number
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Ibrahim Al Kibssi
Telecom - Infrastructure Engineer
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