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Modify the identification of a callcenter agent when making internal calls through the ABCF network
Posted: 30 Nov 2016 10:28
by rundy
Hello
Please I need to know if I can make the internal outgoing calls of the ACD agents to the rest of the network be identified with the pilot number to which they belong.
We want to prevent people from returning calls directly to agents and forcing them to always call the appropriate service pilot.
I believe that internal calls and those that make transit through ABCF links can not be modified their identification .. please what do you think?
Thanks in advance and best regards
Re: Modify the identification of a callcenter agent when making internal calls through the ABCF network
Posted: 05 Dec 2016 11:30
by frank
Hello,
Yes it is possible, you simply need to do an outgoing translation table.
Re: Modify the identification of a callcenter agent when making internal calls through the ABCF network
Posted: 07 Dec 2016 06:47
by rundy
Many thanks Frank,
but how? The private internal calls don´t use any translator and therefore no NPDS
best regards
Re: Modify the identification of a callcenter agent when making internal calls through the ABCF network
Posted: 07 Dec 2016 21:23
by frank
Oh wait, this is for internal calls ?
Re: Modify the identification of a callcenter agent when making internal calls through the ABCF network
Posted: 07 Dec 2016 22:03
by cavagnaro
You would need to create a loop via a trunk... Only way to make ACD calls to not be considered as internal.
Enviado de meu E6633 usando Tapatalk
Re: Modify the identification of a callcenter agent when making internal calls through the ABCF network
Posted: 09 Dec 2016 02:52
by rundy
THANKS FOR YOUR COMMENTS
This is for private internal calls.
The loop I have already configured to be able to call the pilots from the agents, is a T2-HYBRID
Regards
Re: Modify the identification of a callcenter agent when making internal calls through the ABCF network
Posted: 09 Dec 2016 07:39
by cavagnaro
Internal calls are not ACD calls, therefore there is no Pilot. You need to modify your architecture to make believe OXE that this are external calls. So you dial via a Trunk and this enters another trunk on same PBX
Enviado de meu E6633 usando Tapatalk
Re: Modify the identification of a callcenter agent when making internal calls through the ABCF network
Posted: 10 Dec 2016 05:36
by tgn
block direct calls to agent with connection cos.
regards...
--- back to basics... focus your eyes to the essential things... ---
Re: Modify the identification of a callcenter agent when making internal calls through the ABCF network
Posted: 11 Dec 2016 20:58
by goldy
Can't you use the 'pilot direct call' facility in the processing group? I thought that's what the feature is for
Re: Modify the identification of a callcenter agent when making internal calls through the ABCF network
Posted: 12 Dec 2016 07:40
by rundy
Doesn´t work with the direct call to the pilot, the identification is still that of the agent, I can only block the call to those agents by managing the connection categories but it´s a very extensive network and I worry about how to maintain it and not affect other nodes