Call Queue Number as Outbound Caller ID for Overflow Members
Customer Request:
The customer would like the ability to use a Call Queue's phone number as the outbound caller ID, even when a user is receiving calls through an Overflow configuration and their direct Call Queue membership status is set to Off.
Current Limitation:
At present, users who are part of an Overflow setup and have their Call Queue membership status set to Off are unable to present the Call Queue's phone number as their outbound caller ID.
Requested Enhancement:
Allow users participating in a Call Queue Overflow configuration to select and use the associated Call Queue phone number as their outbound caller ID regardless of their individual queue membership status.
Business Impact:
Maintains a consistent caller identity for outbound communications.
Improves customer recognition and callback rates by displaying the main business or department number.
Enhances flexibility for organizations utilizing Overflow call routing strategies.
Provides a more seamless experience for agents handling calls across multiple queue configurations.
Ivy Lyra
shared this idea