Searched the community and ideas board, but didn't find a related topic. Figured I'd ask the community to see if anyone else has experienced and/or solved for this scenario:
- Agent answers a callback/voicemail interaction and sees the callback phone number.
- Agent clicks the callback phone number to iniate the outbound call.
- Given the agent is not offered the ability to dial out on behalf of a queue, the outbound Caller ID shows the generic trunk phone number instead. (NOTE: The queue the callback/voicemail resides in has a phone number tied to it, so one would think at a minimum the outbound call would use the phone number tied to the queue, but it doesn't.)
What baffles me is the interaction starts in the Interactions tab, so not sure why the continuity of the "On Behalf of Queue" feature does not apply in this outbound scenario. Thoughts?
#Outbound#Telephony------------------------------
Brian Jones
Ascension Health ? IS, Inc.
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