Hide incoming Caller ID on calls to a queue

[matputharajah]

Hi All,

I was doing a training session with a client of ours and they brought up an interesting point.

He has some agents that like to answer calls based on caller id - as some will only answer certain numbers. The Client asked if it's possible to "hide the callers number when they call a queue", so stop this from happening.

Is this possible to do?

Thanks in advance for any help.

Michael

 

[leejor]

If the particular trunk is used only for calls to queue agents (as this will affect all incoming calls), then you could re-format the incoming caller ID, replacing the number entirely, with some other digits(s).

https://www.3cx.com/docs/cid-reformatting/

If a call to an agents extension, is going unanswered, because they are picking which calls to answer, then this should be reflected in their stats. Perhaps it is time to remind them of this.

 

[matputharajah]

Hi Leejor,

Thanks for the reply, I had known about that but wondered if anyone had had a similar question.

I agree, I'll let them know it's not possible but they'll be able to find out from the reports.

Cheers,

Michael