Alias / stage name extensions

[nolster]

We have a small call center that deals with medical testing. Previously we utilized Fonality but recently switch to 3cx Pro version.

In the previous Fonality system, we were able to create place holder extensions tied to a call center agent's stage name. If a patient caller was trying to look up an agent via the stage name, or a call was transferred to the stage name extension, the agent would be notified on their phone display that call was inbound for "STAGE NAME" so they would be about to answer approximately. These same agents receive calls from employer callers, they utilize their real names.

What would be the best manner to replicate a similar setup in 3cx?

 

[Felix Barbier]

Not sure to understand what you're asking but try this:

Inbound Rules > CID Rules > Create CID rule > Send to ring group named "Stage Name"

If its not what you're asking, please give us an exemple with name, number, extention.

 

[nolster]

Let me try to restate what we are attempting to accomplish. I will use an illustrative example of Jill whose stage name is Emily.

x 2001 Jill (in company directory) - Jill receives calls from corporate customers that have questions about various procedures, etc.

x 3001 "Emily" (in company directory) - "Emily" deals with employees and potential employees of the corporate customers. "Emily" speaks with them about medical conditions that may or may not prevent their employment with said corporate customer, for a specific type of job. Sometimes "Emily" has to deal with hostile individuals that are frustrated with the decision of a medical doctor that is shared by "Emily." Sometimes they do, in fact, threaten to shoot the messenger. On occasion, we have had individuals show up at our office asking to meet with "Emily."

Previously we had both extensions point to the same physical phone. Calls could appear on the display or with a distinctive ring to tell Jill to answer as "Emily."

Needs

• Both extension and associated names in corporate dial by name directory
• Both virtual extension pointed to one phone
• Ability to differentiate inbound call to person picking up phone, much like a Queue call

Hopefully that is clearer.

 

[cobaltit]

So if you want a visual (CID Prepend) the easiest is to make a ring group for each user. x2001 is Jill, x3001 is a ring group named Emily with x2001 as a member.

 

[JohnS_3CX]

As @cobaltit said above, and in addition if you wish to change the way it appears (prepend method) you can go to Advanced > Contacts > Options and set it there: