Modify the identification of a callcenter agent when making internal calls through the ABCF network

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rundy
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Modify the identification of a callcenter agent when making internal calls through the ABCF network

Post by rundy » 30 Nov 2016 10:28

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

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frank
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Re: Modify the identification of a callcenter agent when making internal calls through the ABCF network

Post by frank » 05 Dec 2016 11:30

Hello,

Yes it is possible, you simply need to do an outgoing translation table.
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rundy
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Re: Modify the identification of a callcenter agent when making internal calls through the ABCF network

Post by rundy » 07 Dec 2016 06:47

Many thanks Frank,

but how? The private internal calls don´t use any translator and therefore no NPDS

best regards

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Re: Modify the identification of a callcenter agent when making internal calls through the ABCF network

Post by frank » 07 Dec 2016 21:23

Oh wait, this is for internal calls ?
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cavagnaro
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Re: Modify the identification of a callcenter agent when making internal calls through the ABCF network

Post by cavagnaro » 07 Dec 2016 22:03

You would need to create a loop via a trunk... Only way to make ACD calls to not be considered as internal.

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Re: Modify the identification of a callcenter agent when making internal calls through the ABCF network

Post by rundy » 09 Dec 2016 02:52

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

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Re: Modify the identification of a callcenter agent when making internal calls through the ABCF network

Post by cavagnaro » 09 Dec 2016 07:39

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

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tgn
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Re: Modify the identification of a callcenter agent when making internal calls through the ABCF network

Post by tgn » 10 Dec 2016 05:36

block direct calls to agent with connection cos.

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Re: Modify the identification of a callcenter agent when making internal calls through the ABCF network

Post by goldy » 11 Dec 2016 20:58

Can't you use the 'pilot direct call' facility in the processing group? I thought that's what the feature is for

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Re: Modify the identification of a callcenter agent when making internal calls through the ABCF network

Post by rundy » 12 Dec 2016 07:40

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

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