Caller ID Prefixing on Call Queues

[kriley87]

Is there a way to prefix the inbound caller ID on calls coming into various call queues?

EX: If someone calls and presses 1 for customer service, the caller ID is prefixed with CS: 9724444444
EX: If someone calls and press 2 for sales, the caller ID is prefixed with SALES: 9724444444

We are needing this ability as we have people who are members of multiple call queues and need to know which queue a call is coming in from so that they answer the phone properly.

Thank you!

 

[JohnS_3CX]

Hi @kriley87

Can you tell me what type of phones you use, and your trunk's Inbound Parameters in the "Caller Number/Name Field Mapping" drop down lists?

 

[kriley87]

Good morning!

This customer in particular uses a mix of Grandstream (1628, 2130, 2135, etc.) and Yealink (T41, T42, T46).... so, they really don't have a standard sadly.

As far as the inbound parameters for my trunk:
Caller Name > From: DisplayName
Caller Number > From: UserPart

Our provider is Bandwidth if that helps.

 

[AWS2P]

is this what you are looking for?

 

[kriley87]

is this what you are looking for?
View attachment 11596

I don't think so. Correct me if I'm wrong but that just prepend's a name on an incoming caller ID for a DID that is listed in the Contacts section of 3CX.

We are looking to prepend calls coming in to specific call queues.

 

[AWS2P]

no , try it
title in capture isn't clear enough

 

[JohnS_3CX]

You might have to switch your "CallerName" -> From: User part

Or take a quick capture from an incoming call, and see where you provider sends it so you can adjust accordingly

 

[kriley87]

You might have to switch your "CallerName" -> From: User part

Thanks John -- I will give this a try and try aws2p's suggestion of prepending queue name's in the contact options.

 

[FS_Mathieu]

I can confirm that it shows you the name of any Q, RG or DID