When cold transferring the call to Call Queue, show caller ID of original caller, not person who forwarded the call
When our receptionists takes a call and cold transfer it to call queue, the call shows up on the team members phone as coming from the receptionist, not the original caller. Would be easier for our team if it showed the Caller ID of the original caller.
33
votes
Eric
shared this idea
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Christopher
commented
Calls are being forward to CX, and the call backs are being sent to the transferring (forwarding ) person and not the original caller-ID (Customer)
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Jonathan
commented
Our ****** old Avaya system that was well out of date supported this functionality and helped all of our client facing individuals. Now they only see that "reception" is calling. I wish I had known about this limitation earlier.