Display DID/SIP Trunk number and caller number

[Jako Botha]

Hi everyone,

We have a client who has several DID's used for different services, but answered by the same call centre. When the agent receives the call, they need to be able to see the caller's number and the DID they phoned in on.

Any advice on this setup, please?

Thanks.

 

[GeorgeP_3CX]

Hi @Jako Botha,

Please try the following and let us know if this is what you are looking for.
Go to Management Console >> Advanced >> Contacts >> Options >> 'Add Group, Queue or DID/DDI Names to Caller ID' and select one of the two option 'Append Name' or 'Prepend Name'.

 

[Charles_3CX]

As a side note, as well as the solution provided to you, you can put the DID in the name field within the inbound rule to also display this as the dialed number for agents to see which number was called.

 

[Jako Botha]

As a side note, as well as the solution provided to you, you can put the DID in the name field within the inbound rule to also display this as the dialed number for agents to see which number was called.

Hi @Charles_3CX

Apologies, let me elaborate a bit more.

Service 1 uses DID 011 555 2323
Service 2 uses DID 011 555 2324

Caller is calling from 082 333 4545

Agent is in Q 8999.

What the agent needs to see is the following:
8999 : Service 1/011 555 2323 : 082 333 4545

Q receiving the call : DID the call is coming in on : number of the person calling.

 

[Charles_3CX]

Though this feature is all we have regarding what to display and how, it is not something that can be changed.

You may try this:
Firstly navigate to Advanced >> Contacts >> Options >> 'Add Group, Queue or DID/DDI Names to Caller ID' and select.
Prepend Name' and press OK at the top of the page.

Then, from your inbound rule for the DIDs in question, add the name 'Service 1/011 5552323' in the corresponding inbound rule and whatever name in the other inbound rule you wish to display.

You can then also try Append and choose whichever one you prefer.

 

[Jako Botha]

Though this feature is all we have regarding what to display and how, it is not something that can be changed.

You may try this:
Firstly navigate to Advanced >> Contacts >> Options >> 'Add Group, Queue or DID/DDI Names to Caller ID' and select.
Prepend Name' and press OK at the top of the page.

Then, from your inbound rule for the DIDs in question, add the name 'Service 1/011 5552323' in the corresponding inbound rule and whatever name in the other inbound rule you wish to display.

You can then also try Append and choose whichever one you prefer.

Hi @Charles_3CX

We created a queue for each trigger number and added all the agents to all the queues and then added each number as a trunk, pointing to that q.

That solved the scenario.

 

[Charles_3CX]

I am glad we could help.