Alter In Bound CallerID

[westley]

Hi,

I'm trying to setup a lawfirm where each secretary handles 3-4 attorneys. I have been able to use Call Rules so that when a call comes in for an attorney, it rings the attorneys phone along with the secretary's phone. How can I modify the CallerID so that the secretary can see which attorney the call is coming in for?

Thanks,
Westley

[lorsungcu]

You will need to send calls to an IVR first, then send the call to the queue (or attorney's phone)

[jprichard]

Bear in mind, when you send the call to an IVR with actions for 'Alter CallerID', then the next action to Dial Extension (whether that be an extension, or Call Queue, etc)...you will need to play with the Alter CallerID settings, as to whether you Append, Prepend, or Replace your chosen element- CallerID Name or CallerID Number. Try each setting, and view the resulting display on the destination extension, and see which one you prefer.

Also a good tip is, as you're altering the CallerID, for instance to Prepend, like a call to Ron, make it say "prepend Ron_" where that prepended text is separated from the CallerID Name (or Number). Use some punctuation of your choosing, to make it logical to the end-user.

[brucexx]

I always leave empty space - it looks better - for example "Calls for John " and this separates the caller id name and number but I guess it is a personal preference.

Also depend on the phone model you might want to limit the number of characters you are pre-pending for the users to see the caller id of the caller on the display. Another good way of doing it, is combining with specific ring tones for a call queue calls. It might not work that well if you have 4 or more call queues but if you have one it is a nice way of alerting the user that this is not a direct call.

I wish we could select ring tones for specific call queues but we cannot for now. This feature might be coming in the future releases ...

[rybu0305]

I had to do this for our support team. I used Alter CallerID and REPLACED CallerID_Name with "Call for [Name]". It works well.

The only thing I don't like is when an internal call to the unanswered phone is sent to the support queue it does not alter the callerID. I guess the alter caller ID step is excluded from internal calls.

[jprichard]

Oops...just found out that my Digium phones aren't showing the Alter CallerID result- they just show the extension that's making the call.

Anyone know of different settings to make the Digium phones show the altered CallerID?


PS- also if you change the Page group alert info name to anything other than 'Intercom' the Digium phones will not auto-answer the incoming page zone call- they just ring!

-jp

[hiltonmw]

jp. the intercom 'problem' you refer to also affects polycom phones and is a "known" issue for years. we've asked / begged / pleaded with Digium to at the VERY least put a note on that field, but to no avail. (ideally, make it unavailable for changing, if we truly can't manipulate it without breaking things).

Anyways,
Can you give us more details regarding what exactly you're doing. The IVR syntax, etc.? This should work.