Forum Discussion
Make calls on behalf of Call Queue (or resource account)
We have been testing out Direct Routing calling functionalities in Teams for a while now and everything seems to be working fine but unfortunately we have run into a problem that is a show stopper fo...
Same with me, not interested in CallingIdPolicy as it will overwrite the number on every call. It simply needs to work as 2-SIM card mobile phone: 1 to handle personal contacts and 2nd to handle customer contacts. In my case we also don't need Auto Attendant as we have no need to configure options: press 1, press 2, etc. We need just one Call Queue. I have opened now ticket with Tech Data, see how it goes.
Is it possible to make a team default to the RA that you have assigned in the CQ when agents place calls?
I can see there is a drop down to select the RA number as the caller ID, but I'd like to make it so that the agent's own DDI is NOT the default option, i.e. that they're always dialing out as the RA unless they explicitly choose otherwise.
I can forsee there being multiple occasions when agents forget to select the dropdown to change their caller ID....
Thanks in advance.
I can see there is a drop down to select the RA number as the caller ID, but I'd like to make it so that the agent's own DDI is NOT the default option, i.e. that they're always dialing out as the RA unless they explicitly choose otherwise.
I can forsee there being multiple occasions when agents forget to select the dropdown to change their caller ID....
Thanks in advance.
DazOG No, this is not possible (yet). If you want this feauture, you need to look at ContactCenter applications, like: Anywhere365, CC4All, etc. They use apps inside of teams to make and receive calls. You cannot use the default dialer in that case, but must use the app to make calls. Certainly not what you are asking for, but it is an (costly) option.
