Differents CallerID for an agent?

[alaint]

Hi,

I have a special need and I dont know how to do that whitout a strategy.  Thats my need : Agent can call client for different brand.(non-realistic example : Honda / Toyota / BMW)  He logon with is unique agent ID and must make call for differents brands during a single work session.  He enter the phone number of the client in the team communicator view.  The client must see on his phone the caller ID corresponding to a specific brand.  I have think I could add a dropdown list with the different brand the Agent have access, but I dont have ideas how to attach the callerID to the call.

I think that I could call a routing point specific for a brand and then ask the agent the phone number.  But, my client ask me to do the job without a strategy, only by typing the phone number in the team communication view.

I have'nt find a custom command for the team communcator...

Maybe you understand my need?  Did someone have an idea?

Thank you?

Alain

[René]

Alain,

What switch do you have?

R.

[alaint]

SIPServer version 8.1.000.51

[René]

Good news :-)

You can use 'Providing a Caller ID' feature of SIP Server and set number that should be presented to customer. It is simple - attach 'CPNDigits' key in the Extensions attribute of TMakeCall request and SIP Server will use that number as 'From' header of the INVITE message.

You can find more details in SIP Server's Deployment Guide.

R.

[cavagnaro]

Ermm guys that would work only if calls are made over a SIP environment...if you use the PSTN probably your Telco will not allow that. Imagine that this was possible just like that...you could call faking to be the White house...or similar...
If your PSTN office number is 555-0000 you want to call as Honda for 555-0001, BMW as 555-0002, etc or you have 4 different PSTN numbers each for each brand?
In the first case René suggestion might work, but you need to ask your Telco if he allows such configuration.
In the second case on your SIP Media Gateway you should create prefixes to call by each ID (555-1000, 555-2000, ....) so for example, you dial 99-522-2222(customer 1) and your MG detects 99 as dial prefix and routes it via Trunk #1, if you dial 98-522-2222 then the MG detects 98 as another prefix and dials using the Trunk #2, each trunk has a different identifier on the PSTN

[bublepaw]

One more comment - if You don't want to customize IWS to add CPN digits You can extend idea from cavagnaro to have diffrent prefix in SIPS. In SIPS it is possible to attach different presentation number on each trunk. So in general in SIPS You define different trunk for each customer, on each trunk You specify different cpn option to have different presentation. In IWS agent just needs to use different prefix to dial as BMW, Honda etc.

[alaint]

Thank you for your reply.  I'll check with telecom.

[alaint]

[quote author=alaint link=topic=7542.msg32383#msg32383 date=1354907966]
SIPServer version 8.1.000.51
[/quote]

Hi,

I'm back with my questions.  After been abled to specify de CPNDigits in the extensions attribute of the TMakeCall Request of the TeamCommunication in IWS, I have been inform that IWS will use a Cisco switch in Production.  So, I have to return at beginning.  So I change my answer by Cisco Switch!  Is that possible to have differents CallerID for an agent with this switch?

Thank you.

Alain

[cavagnaro]

Ask that to those PBX guys...

[René]

Hi Alain,

Unfortunately, T-Server for Cisco doesn't allow you to provide Caller ID so you can't modify caller id from Genesys side. As Cav wrote, you should talk to Cisco PBX guys and check what is possible on switch side.

R.

[alaint]

Thank you for your reply.

Alain