Outgoing number of a agent in a queue

[tester777]

Hello

We have multiple extensions which are also agents in one call queue (Support Hotline)
Most of the times the users/extensions want to call outbound with their specific extension number.

But sometimes they would like to call outbound not with their extension but with the number of the call queue.
I hope you understand what i am saying.

They are support agents, and they do not want that customers see the real extension/number.
Because at the next problem the customer calls the agent directly, and not the call queue.

Maybe i am missing something, but only way i see is to use to clients, one which only "is" the agent, and one which is the normal extension without agent.
So the employee can decide what number he wants to "show outbound".

Thanks

 

[ChrisC_3CX]

Well since we are talking about outbound calls, the number to be shown is the Outbound Caller ID and not the extension number. Based on the description of your issue I'll take it that every agent has a corresponding Outbound Caller Id and that is the number they do not want seen. If this is the case, you could simply create a new Outbound Rule, have it require a specific prefix and then have it use a static Outbound Caller ID, like the one used for the Call Queue you mentioned.

It could look something like this:






So with the above, example, agents wanting to "make a call from the queue" can dial 888######## so that they force the Outbound Caller Id to be shown.

You will need to have this Outbound Rule placed on top of your normal Outbound Rule so that it is checked first.

Hope this helps

 

[VoIPTools]

I agree with ChrisC_3CX. For most situations that is the easiest approach and what I would recommend.

However, sometimes an agent may have many different numbers they need to present in their outbound caller ID. For example, an attorney calling in behalf of one of their corporate clients, or a repair service that calls out representing multiple manufacturers. It this situation, it may not be feasible to take that approach because there could be too many prefixes to easily memorize.

If you have a large quantity of numbers you need to choose from, you may want to take a look at our 3CX Calller ID tool. This tool makes it simple to create a list of "named" phone numbers you can choose from when making an outbound call. For example, the "name" you select could be the name of the queue you want to represent when making the call.

The user interface is a simple web page that displays a drop-down list of names/numbers you can choose from. When you are finished, you can easily revert back to your default number by pressing the "revert" button.