How to display IVR choice in a queue

[pmterp]

For example:
IVR 1 (where the DID points to) has an option, 2, that directs to a 2nd IVR.
IVR 2 offers multiple choices that direct to a single queue.
The agent needs to be able to see what option the caller chose in the 2nd IVR.
Assume the scenario calls for a large number of choices and managing a separate queue for every choice isn't an option.

In testing, the caller ID shows the name + the queue name.
I don't mind using CFD but haven't found a way to accomplish this yet.
Any recommendations?

 

[leejor]

Perhaps route from 2nd IVR to ring groups (to add a name), with no members, and a no answer, to the queue?

I have not tested this scenario, so it may not work.

 

[pmterp]

Perhaps route from 2nd IVR to ring groups (to add a name), with no members, and a no answer, to the queue?

I have not tested this scenario, so it may not work.

Good thought and I appreciate the idea. Unfortunately, it did not work.
The label appended or prepended (I tried both) was the Queue name. Just to be sure, I added an extension to the ring group and the ring group name is displayed if not passed through to the queue. So, it appears the appended/prepended label is based on the final distribution mechanism (ring group or queue).
If there was an option to "stack" the labels, that would work for me too.

 

[pmterp]

Tempted to get a little creative here.
It does appear the inbound rule name and queue name can be "stacked". For example, if I dial 55555 and there is an inbound rule for that number named "NUMBER" and the inbound rule directs to a queue named "QUEUE", the agent will see NUMBER QUEUE ACTUAL CALLER ID.

Is there a way to set an extension to forward to a number but instead of 3CX sending that number out the standard SIP trunk, have it directed back into 3CX using that number?

So the scenario would look like:
Actual phone number 1111111111 goes to IVR 001 which offers option 1 for sales.
Option 1 directs to extension 002 which has a status of Away and a forwarding rule to forward to 22222.
3CX forwards the call to 22222 which is assigned in the trunk as a DID. 22222 has an inbound rule called "SALES" that points to queue 003 called Q. The agent would see SALES Q + Caller ID Name.

 

[pmterp]

Woohoo. Maybe not the most elegant solution but it works.
Created a trunk with an IP of 127.0.0.1, added 22222 as a DID. Created an inbound rule called SALES that send the call to the Q. Also had to set the SIP Trunk's Outbound Parameters "From : Display Name" to :CallerName".
Now, when the caller presses option 1 in the IVR, the agent sees "Q:SALES:Callers Name".

 

[leejor]

You might want to confirm that you are not using two call licences, with each call. I have seen the "loop trunk solution" used in the past, for various work-arounds, and that was one of the drawbacks.

 

[pmterp]

You might want to confirm that you are not using two call licences, with each call. I have seen the "loop trunk solution" used in the past, for various work-arounds, and that was one of the drawbacks.

Once again you have proven that your wisdom far exceeds your looks. Thank you
It does in fact use 2 call paths. That may be acceptable but glad to be aware of it.
I wonder if there is a way to pull it off using the SIP ID field but I don't think there is any way to tie that to an Inbound call rule for naming.