Hello, I am not certain if this should be a Contact Center or Call Manager question. But since there is script involved I will start here.
We have a service desk that takes calls during day, and then forwards over to a 3rd party for AH calls.
The issue: The ANI from the original caller is being passed forwarded to the third party. Not a big deal to me, but carrier is sending bill to callers as they see the ANI as not one of ours coming across our PRI. In some cases the caller has called enough the carrier is blocking the forward.
In the script I have tired to use a "set variable" , "call variable", "caller line ID". Placing in our local number. However test show that the callers original ANI ID is still being passed on.
Not sure if there is script solution, or if there is something in the call manager I should be trying.
Any help most appreciated.