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New Member

ICD Agents handling multiple queues

We're running ICD 2.2(5) on Call Manager 3.2(2c). I am trying to see if we can set up multiple queues that are handled by the same agents. I've got two apps set up, and they are working. However, I haven't found a way for the agent to tell if an incoming call is from one app or the other. What displays on their phones is the Display entry for the CTI port's DN.

Is there some way I can set this up so that the agent will know whether to answer "Hello, this is Company A" or "Hello, this is Company B"?

-Mark

2 REPLIES
Blue

Re: ICD Agents handling multiple queues

Not without going to CRS 3.X. In CRS 3.x you can do it a couple of ways. Number one you can use Enterprise Data to pop this information to the agent. Also, in 3.X you can have multiple CTI Port groups. So, what I have done before is create separate CTI Port groups for each queue. Then I configure the Internal Caller ID setting on the CTI Port to be the name of the queue. It actually works quite well.

New Member

Re: ICD Agents handling multiple queues

That's kinda what I thought. Thank you.

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