sundance-communications.com/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems Whisper tone for ACD agents?

We take calls for approx 22 companies, most having multiple inbound call applications. There are about 50 DID's in use, representing individual STARs and hunt groups. This count grows monthly.

We have so many DID's that I am having a hard time coming up with understandable names within the 12 character limit for DID labels - which is what displays on the agent's IP set for incoming calls.

We really would rather have an audio whisper for agents such as the recorded mailbox name for the hunt group that is delivering the inbound call to the agent.

Is this possible or is there a better way to identify an inbound call to agents than using the 12 digit DID label field?

We have an Axxess s/w 9.1 w/ EM. We also have an unused Desktop Call Router server if that could help me.

Thanks in advance for advice and suggestions.

I dont know of a way that you could make it any better than the trunk number/name. You could use phantoms fwd'd to the HG but you still would only have the LCD characters to notify the agents.

Thank you. It's kind of annoying that I could play the mailbox name annc or other greetings to the caller but not the agent receipient.

Well, if you are using STAR apps and such, you can program the DID name and the Call Routing App username that transfers the call to the hunt group in a way that gives you more name space. Example:

Lets say you've got ABC Company and within ABC you've got 5 different departments that call different DID's to reach yer call center. The departments are:

Medical calling 202-555-1000
Dental calling 202-555-1001
Orthopedic calling 202-555-1002
Halitosis calling 202-555-1003
Proctology calling 202-555-1004

The DID's they call could all be named "ABC Company" and the Call Routing App usernames could be
Medical
Dental, etc...

Then, when a "Medical" call rings an agent, the LCD display should read "ABC Company transfer from Medical" That gives you a total name space of 22 characters. It might increase yer call flow complexity a bit, but probably not too bad.

Thank you for a great suggestion. I can't seem to get my system to work that way however.

My stars have user names, the call routing apps have user names and the hunt groups have user name but the IP set display is always only the DID description.

Our Inter-Tel installer told me that was the way it worked - our ACD agents will only see the DID description on their set display.

I wonder if I blanked out the DID description if the Call Routing app or hunt group username would show.

I've changed the DID description field to something simple like...for web advertising calls for my Michael's House facility...The display reads

MH WEB5553

This gives the agent the nature of the call, and allows me to display the last few digits of the DID...I just had to learn to condense...so using the example from superfoneguy...

DEPT CMPxxxx
MED ABC2345
DEN DEF2345
ORT GHI2345

And, no I don't think the HG name will show...It will be blank if memory serves.

Thank you, I guess that's what I will have to do - just abbreviate more and ask our call center managers to staff agents who don't get confused as easily.

Have your dealer or local branch check with Oaisys, they used to have a product called voice assistant and call manager that ran with other Oaisys applications that could be used to possibly announce a call to an agent before they answer.

One other solution may be to use a desktop software application that will give the agent a screen pop with the proper company name the call is ringing for displayed on thier desktop.

Both of these solutions would require an investment, but it may make your life easier and the agents job easier in the long run.

It would at least be worth a phone call.