Digital Receptionist

[ThomasGamerTV24]

Hello, I just wanted to ask a question about the Digital Receptionist Feature, ive got it fully set up, but when I set up the press one for ... press two for ... It transfers the call, to one person, which is what we want, but it fully gets transfered, so the name popping up changes to the one on the call, we want it to stay on the digital receptionist call, but transfer inside, so for example 911, when it asks police fire or abulance, and you select one of them, it stays with 911 the whole call, and I want it to be like that, how do I do it?

 

[leejor]

Are you talking about the original callers, caller ID, that is being "lost" when the call reaches the final destination? Or...are you talking about the name assigned to a DID?

 

[ThomasGamerTV24]

No, so, when they dial it, it is supposed to stay connected to 911 for the whole call, but with the 3cx softphone, it change the number showing on the screen to the person who answered the phone. It's suppsoed to still show that it's 911 on the screen, not who answered.

 

[leejor]

I'm still confused as to your call flow, and how 911 (an emergency call) is involved.

An outside caller (3115551234) reaches your IVR, then makes a selection taking them to an extension. the extensions not seeing caller ID 3115551234 ? What number is showing? Is the extension a 3CX softphone?

Please explain the call scenario and exactly what numbers are being displayed, and how 911 calls are involved.

 

[ThomasGamerTV24]

Im just using 911 as an example, currently with the 3CX soft phone, when someone dials the number, and they are told to select which department, when they person in that department picks up the call, the person on the softphone, which used to say the number they were originally calling, make the softphone switch to the person who picked it up. Lets say Daniel was the department customer service, and I was the caller, I would dial the number, choose the selection, and when the person picks up the phone, I expect the phone to keep showing that you've dialled the department, not show whos pick up the phonr (department customer service)

 

[leejor]

So these are internal calls? I have seen the same behaviour of other phone systems. The thinking is that the caller knows the number you dialled, so that is no longer important, the number of the person you are connected to, is.

 

[ThomasGamerTV24]

Mhm, so when the caller is connected, the caller sees the departments extension. number, instead of staying on the one he/she originally dialed. Which is not what I want

 

[leejor]

An external caller will not see this, only internal, which, in the majority of cases, is the probably the desired behaviour, so you know who, in your own organization, you reached.

There may be a way around this, perhaps a re-invite option, but I'm not aware of it.

 

[ThomasGamerTV24]

How could I do it?

 

[ThomasGamerTV24]

An external caller will not see this, only internal, which, in the majority of cases, is the probably the desired behaviour, so you know who, in your own organization, you reached.

There may be a way around this, perhaps a re-invite option, but I'm not aware of it.

Hello?

 

[leejor]

If this is the intended behaviour, then there may not be a way to change it. Someone from 3CX would have to confirm this.