| Well, that would work but my setup is a little strange:
I have almost 300 toll free numbers. We used to use a 1-CDN-to-1-toll free arrangement (using Symposium's CDN Name as a phoneset display), but we gobbled up ACD groups in the switch so fast we had to reduce the number of them. I did this by pointing 10 toll frees to each CDN and started displaying the DNIS of the incoming call on the phoneset display.
The whole reason for this is so the agent can take the call and log it with a unique identifier (the DNIS) and we can trace their transaction back to the original phone number.
This "unique-ness" (coupled with having two carriers) is giving me some fits. I am currently displaying the DNIS, but incoming DID calls carry no DNIS so the agent cannot tie their transactions to the toll free number.
I suspect I am going to be at odds with our marketing people over the traceability of business transactions back to the toll free number, but I am going to continue to fish for ideas. Likewise, I will post any solution I come up with for anybody who has taken interest in this dilemma.
Thanks. |