Make call queue numbers available as outbound caller ID numbers in User Settings templates
Currently numbers assigned to call queues are not available to be used as outbound caller ID numbers in User Settings templates. They appear in individual user settings, but when you are editing a template only site-level numbers appear. If you have numbers that point directly to a call queue, it will be likely that you will want that number to be the outbound caller ID number for members of that queue, and we don't want to have to set each user's caller ID separately without being able to use a template.
Stephen
shared this idea
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Stephen
commented
This became a big issue for us recently when we rolled out the new group SMS features. We previously had our customer-facing numbers assigned as Site Numbers, but we needed to switch them to Call Queue numbers to allow for group SMS access for the Call Queue members. When we made this switch, an unintended consequence was we could no longer set outbound caller ID with our User Settings templates.
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Andy
commented
As discussed with UK RC, we have 64 queues we would have liked to have templated - soon to add another 64 queues.
Each queue has on average 6 members - I currently have to add the outbound CLID to 128 x 6 users.
Seems a no brainer.The facility is already there in an individual users' setting and after all, a user template is supposed to be a grouping of individual user settings
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Lisa
commented
I think it would be very helpful for us and for clients!
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Alicia
commented
This would really help clients answer more often!
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Courtney
commented
would help sooo much
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Chelsea
commented
Since creating call queues and switching to multi site we are unable to use certain phone numbers as caller ID. This is very problematic for us.