Allow users to change their caller ID without using a Dial Code? Change Default Department? Prefix BLFs?

[bob.hursey]

Many users wear different Hats in their org, and need the ability to present with a different CID for different calls. I'd like to offer an option where the Users can toggle between a set of pre-defined options. Departments seems like this would be an easy fit for this feature.

I've had success using different prepended codes as Prefixes and Outbound rules that recognize and route the calls. These rules strip the Prefix and change the Caller ID. Many clients don't like the idea of having to remember to dial codes, though... especially if it's more than a rare secondary CID needing to use the code. If they're frequently changing between 4-8 different Codes, it becomes a hassle.

I could see using a BLF button that prepends a Prefix, and you Label the BLF button accordingly (... many VoIP phones support Prefix buttons). The 3CX doesn't support Prefix blf buttons natively, though... so it wouldn't work with Softphone users (and desk phones would require custom Templates). This option would be simple and scalable.

The next option would maybe be leveraging the end user's ability to hit "Settings" and quickly change their default Department. This maybe isn't best because it could also impact a user's "Office Hours", but many of my users don't currently leverage Department hours at the user level. I picture putting a user in multiple Departments, setup different Outbound Rules and CIDs depending upon the Department. However, in testing it seems that the "Department" option in the Outbound Rules is a permissions mechanism and doesn't seem to care if it's your Default Department. So then it'll just always use the Top Outbound Rule that has a department that the user is in. Swapping default Department won't do anything.

A dropdown option near your User status or in the Dialer would also work... but that seems more challenging than allowing a Prefix BLF option.

Am I missing anything that could help users more intuitively change their CID between a predefined list?

Thanks for any feedback!

Bob

 

[SweetAction]

A dropdown option near your User status or in the Dialer would also work... but that seems more challenging than allowing a Prefix BLF option.

I actually thought this was already here, since you can do it when starting a text message. But likely that's what will happen, although that doesn't help IP Phone only users.

 

[Alphabetic]

You can do exactly what you said.

Make a dept



Make an outbound Rule



User changes their dept from Settings >General

 

[bob.hursey]

I've used Department to control outbound caller ID. My question is about a User that's a member of more than one Dept, and if "Default Department" is honored over basic Rule order.

When I created and tested with 2 rules contingent upon Departments, if my user was a member of both departments it would always use whichever Rule was higher... rather than honoring the Default Department.

Is that what you tested? I'd love to be wrong and to be missing something.

 

[Alphabetic]

I've used Department to control outbound caller ID. My question is about a User that's a member of more than one Dept, and if "Default Department" is honored over basic Rule order.

When I created and tested with 2 rules contingent upon Departments, if my user was a member of both departments it would always use whichever Rule was higher... rather than honoring the Default Department.

Is that what you tested? I'd love to be wrong and to be missing something.

That isnt what i was testing no.

But I can confirm I experience the same as you when trying to changer caller ID based on Dept which is not ideal.