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Community Member

Hide Agent number when dialing out

Hey,

Whe are using IPCC express premium 4.0(4).

We are trying to find a solution for when an agent dials out that not his phonenumber is shown but the routepoint or just hide the number.

Does anyone has an idea how to do this?

thanks in advance

Joke Van Bogaert

2 REPLIES
Gold

Re: Hide Agent number when dialing out

Joke,

You can do that through CallManager. You have to use Partitions/Calling Search Spaces.

You have to create one partition for the corporative phones and other for the Call Center phones.

You have to create the route patterns that you would like the agents to use and set up in those route patterns that Calling Party is disabled , create a Calling Search Space that contains the agent phones and the route patterns and associated that Calling Search space to the agent phones.

You have to do the same thing for the corporate phones, but you don't have to hide the Calling Party number.

Hope this helps,

Juan Luis

Silver

Re: Hide Agent number when dialing out

If each agent has an individual extension and they log in to the phone (and CAD) with those details, then we use the External Phone Number mask in CallManager for that line to present the number of the Call Centre (i.e. the Route Point), rather than present individual agents' extensions.

Withholding CLI is another option but be mindful that lines can be provisioned to only accept calls from callers who present a number (anonymous caller rejection), so agents will not be able to place calls to such lines if they withhold CLI.

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