The customer wanted the option to change the Inbound call detail information in the RingCX|Agent application from DNIS to Caller ID Name.
The customer wanted the option to change the Inbound call detail information in the RingCX|Agent application from DNIS to Caller ID Name.
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Geraldine
shared this idea
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Jerome
commented
This may solve an issue for us. We need to be able to identify an inbound call based upon the toll free number that the call came in from, so that when the call is passed to an on-prem call center system, that system can identify the source of the call and route the inbound call to the proper script or phone tree. This is necessary as we have multiple toll free numbers that route to different parts of that call center server and that identification is done via DNIS, ideally based upon the phone number that was used to dial into us, not the Caller ID of the inbound caller or the base local number that is associated with the "user" in RC that is accepting those calls on behalf of the on-prem call center system.