Can you display the originally called number when forward on busy?

[cplus]

On a Pro license, Version 18.0 Update 4 Build 965 is it possible to...

Display the originally called DDI (or extension) if the call is forwarded on busy to a queue. This is so that whoever in the queue picks up the call can identify who the caller was trying to call to allow for a more personal experience when taking a message, or, because the caller just called back a missed number but does not know the name of the agent who originally called them.

I hope the question makes sense.

Thanks for your help,

Jonathan

 

[Benedikt Machens]

You can get this when you name the DDIs numbers. Then you will see in this Display name that the call was previosly made to the queue DID.

If 3CX would change the calling number to the internal it would be a nightmare, because if a customers calls a colleague which is busy and i will get the call, only seeing the number of my colleague, and answer it with "wazzup lazy rat" i would be in trouble with the customer ....

 

[cplus]

Good point well made about just displaying the internal extension

Where are you suggesting that I name the DDI's? Is that on the inbound rule or somewhere else that I have not found?

Do you know if it matters if the DDI is direct to an extension or does it have to be to a queue to pass this information through (I will test)?

Thank you for your help.

 

[Benedikt Machens]

Yes it's inside the inbound rules. And it will be concatinated with the queue name if enabled (Contacts > Options > "Add Group, Queue or DID/DDI Names to Caller ID")

 

[cplus]

Thanks again for your help. I will test tomorrow, but it all appears to make sense.

Kind Regards.

 

[cplus]

Thanks again for your help, this has provided a solution to the request.
Kind Regards.