We have the need to direct multiple inbound calls from different phone numbers to one extension that links to our on-prem call center system. We have created a user that represents the call center and set it up as a SIP device. That virtual user has two phone numbers associated with it, a placeholder local number which is not published to the public, and a toll free number representing our company's primary contact point and access to call center agents. The same call center system runs an automated voice response system that allows customer self service to access their account information with us. We maintain a second toll free number that currently routes directly to the VRU without going to a phone tree or the agent side of the call center system. In an attempt to route the calls for the VRU into the call center, we wet up a call queue linked to that toll free number and pointed that call queue to the extension that represents the connection to the call center server and the agent side of that system. The system requires a unique DNIS to identify which pathway to put the call on, agent side, or VRU side. As it currently stands, no matter which toll free number is dialed, the call is represented to the call center server as originating from the unpublished local number assigned to the virtual user that connects to the call center server.

There is no interface element in RC that we can find that will force the inboud call to be identified in some other way, either by tagging with a unique number, being tagged with the RC extension number for the virtual user or the call queue, or by identifying the full toll free number that the call came in in. Adjusting caller ID settings did nothing, and the system continues to pass to the call center the local phone number assigned to the virutal user.

As an end user we desperately need more control over what data is passed in a SIP session, especially DNIS data so that a receiving telephony server can identify calls and route them properly to the correct resource in that system.