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.
Eric
shared this idea
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Kaylen
commented
When a patient is transferred from an internal phone to the call queue, it needs to have the original caller's ID and number. We just had a patient select the new callback option, and the only number we had to call back was that of the employee who transferred the call.
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Mickey
commented
When we receive the VM for our call queue, it has the caller id of our front desk, not the caller id of the originating caller.
What can we do to fix this? -
Allen
commented
You'll want to open a support case and request to have the following feature enabled "'Preserve Caller ID'. This feature will preserve the original caller id when transferring calls.
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Denys
commented
As a workaround, we defaulted the physical phone "Poly E350/E450" transfer button to "blind" transfer instead of "consult" transfer. This presents the original caller ID and not the receptionist.
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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Our ****** old Avaya system that was well out of date supported this functionality and helped all of our client facing individuals.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.