QCB to Dynamically Change Outbound Prefix Based on the Dialed DID

[syadmins]

Hello,

We have 3 DIDs for 3 different scripts of 3 brands under the same company, in which all the three brands serviced by the same 8 agents and 3 queues. At any given moment a call may come to any of the queues.

The requirements:
When a customer reach to us over DID 111111 and the call is abandoned/unanswered, now the QCB will kick in and give a callback with caller ID as DID 1111111 using the oubound prefix 9xxxxxx we can shows as DID 111111 since it is hitting the outbound rule of 9xxxxxx. All good so far.

Scenario two (which we are unable to do), when another call toward DID 222222 comes in to the queues, how to ensure the QCB outbound the call as DID 222222 using another prefix 8xxxxxx so the DID shows as 222222?

In simple words, is it possible to configure the QCB to change it's prefix based on the DID dialed by the customer?

Appreciate the support
Thanks

 

[Alphabetic]

The best thing to do is to create a Q per DID and configure the prefix based on Q.

 

[syadmins]

Thanks @Alphabetic for your response.

Indeed that's something feasible, however you know since we have 3 DIDs, means I have to replicate my 3 queues to 9 queues instead, I'm sure you can imagine how messy the reports, login/logout will be for the supervisors KPI monitoring and agents daily ops.

We wish if this is considered in future released. Although it might not be a common requirements, but it is a valid use-case as a Queue advanced feature

Again, Thank you