Calling Party Mask

[ahamedulla jainudeen]

Hi,

We've set up a new contact center and are using IP phone agent to take calls. As this is set up for a service desk, a lot of outbound calls are placed from the individual extensions of the agent to internal  and external customers.Sometimes when the agents used to call the cutomers, so that  caller ID shows the agent number not pilot number. So, some customers not attending the calls by seeing the agent numbers, they are annoying this. It is needed that when agent call the customer it should show the Pilot number.

Is it possible to show the Pilot number when agent call from their own agent number.If possible , how can I achieve this.

We are using CUCM 11.5.

AZ

[Aseem Anand]

Hi,

It depends on how the setup is. There are multiple ways to do it:

1. External phone number Mask: You can populate the external phone number mask under the agent DN as the main pilot number and on the route pattern/route list check  "Use Calling Party's External Phone Number Mask"

2. Translation Rules: You can use the voice translation rules on the gateway to mask the agent extensions with main line number. For example if the agent extensions are 4 digit between 2000 and 2999 then you can create a rule:

Voice translation rule 1

rule 1 /^2\(...\)/ /2224446666/

3. You can also mask the Calling Party Transform Mask under route pattern or route list with the main line number.

Aseem

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