Agent personal DN - VoIP / PBX Info Forum for Avaya / Nortel, Cisco, ShoreTel, Panasonic and other manufactuers Tech Tips Community

ansellrk · November 20th, 2008

Hello all,

I have a strange couple of requests which I am hoping you can help with.

(1) In Ld23 when creating a new ACD queue you get the option LABEL_KEY0 (default of NO). If you change this to yes can I name the key for this ACD queue? Will it display on each phone?

(2) Each handset in my ACD queue's have KEY0 as an ACD (28xx) and KEY 1 as a personal DN. One of our busiest skillsets is the IT ServiceDesk which is mostly internal calls. When the agents call out (to return calls to users) their personal DN is displayed, giving the end user the real number instead of the ACD number. This is annoying the helpdesk guys!!! Can I change this so any outbound call made, whilst logged in, display the ACD number?

That is it... any help would be gratefully recieved.

Thanks

Rob

Fast4Dr · November 20th, 2008

Not sure on the 1st one but for number 2 you can create a new CLID table in LD 15 and assign it to Key 1

Kalahary-Harry · November 21st, 2008

Don't have NTP in front of me right now, but you can change the phone set CLS not to show the DN on other sets when making an internal calls. I never tried it with ACD phones, and I don't recall the feature name off the top off my head, but I did set it up for a site many years ago. When those users called internally, it simply displayed their NAME plus ---- (DN was removed). Look under LD 10 or 11 Class of Service features descriptions.

Kalahary-Harry · November 23rd, 2008

Ok: here is the class of service I was referring to:

CLS DDGA/DDGD: DN display on other set allowed / denied.

Like I said though, I never tried that with ACD phone sets, test it, see if it blanks out the DN on KEY 1.

ansellrk · November 25th, 2008

Thanks for the advice people, but the issue I have is that they ONLY want there details hidden when they are on the Servicedesk as agents... they want them to display normally when they are not. This is kind of understandable as they want people to call the IT Servicedesk queue instead of them.

The idea of the CLID table sounds appealing, but I am not sure that works for internal calls?

I know they are being picky, but I don't want to tell them that it is impossible and then for them to find out it is... they are a group of IT experts after all, they will go looking!

Is there anything with CC6 that does this? (Personal DN or ACD queue settings on the agent?!)

Thanks for the advice so far.

Kalahary-Harry · November 26th, 2008

If you are using CC6, the configuration on the ACD's less important, as calls are controlled by Contact Center.
The personal DN can be set to "follow" the agent upon log in, meaning that in a free seating call center, you can re-direct calls to the agents' personal DN to the phone set where he/she is logged in.
I have no suggestion for your question though, sorry.

Fast4Dr · November 26th, 2008

Are you only worried about internal calls or external as well?

For internal the CLS DDGD should work. You could also set up an MCR Key on each of their phones for outbound calls and call forward the MARP's phone to VM so that they do not receive inbound calls on that line

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