Marie Posted May 14, 2015 Report Posted May 14, 2015 Customer interested in adding an answering service for multiple companies under his company PBX. Each company will have an separate phone number. Agents will answer formultiple companies and therefore would need to know and announce to inboundcaller the correct company name.
Marie Posted May 14, 2015 Author Report Posted May 14, 2015 Wanted to get some feedback and ideas here so I can respond with accurate information to my customer.I am thinking that the best recommendation is:- Create a PBX Account for each company- Create each agent as a PBX User under each company PBX account- Use their Bria4 softphone and configure devices for each company- Use Bria4 to setup all company account profiles on agent pcI am thinking that each inbound call to Bria4 softphone will show the Account name configured and the agent can answer, announcing the correct company name.
Karl Stallknecht Posted May 14, 2015 Report Posted May 14, 2015 Isn't this the point of caller ID prepend? Or maybe I am misunderstanding?
Michael D Posted May 15, 2015 Report Posted May 15, 2015 Marie, Will all of the phones/agents who will ultimately answering the call be on the hosted monster platform?
Marie Posted May 15, 2015 Author Report Posted May 15, 2015 Yes. They want to be able to identify what company is calling.
Karl Stallknecht Posted May 15, 2015 Report Posted May 15, 2015 Again, why not use caller ID prepend?
Michael D Posted May 15, 2015 Report Posted May 15, 2015 I wouldn't create sub accounts for the different companies , it will create the need for 10 digit dialing and incur pstn costs for each call. Also, creating a sip user per company will incur device costs (unless that is in your favor) We use Karl A's method mentioned "prepend" for example, one of my partners has an old vonage number he ported over. He can see "VON" on the phone screen letting him know it is vonage, not his normal calls to his DID. MD
Marie Posted May 18, 2015 Author Report Posted May 18, 2015 I will search for the caller ID prepend setup and use. So, with the VON example above, can the customer put any code on their company numbers for identifying which number was dialed for incoming calls so they know how to answer the phone using correct company name?
Michael D Posted May 18, 2015 Report Posted May 18, 2015 Marie, This works with Yealink T22Ps, and Polycom 550s for me. Haven't tested Bria or Zoiper soft clients
Raj Posted May 18, 2015 Report Posted May 18, 2015 This is great. Question for you are you using the 2600 ACD ? or a third party ACD? Thanks, R-
Michael D Posted May 18, 2015 Report Posted May 18, 2015 @Raj- Not sure if the question was directed at me, but I'm not using any ACD/Call Queueing
2600Hz Employees Aaron Gunn Posted May 18, 2015 2600Hz Employees Report Posted May 18, 2015 Hi @Raj, ACD is an open source only module for now, and is not officially supported by 2600hz at this time.
Raj Posted May 19, 2015 Report Posted May 19, 2015 @Michael, yeah wanted to know if 2600hz released their ACD. @Aaron thanks for the info. R-
Marie Posted May 19, 2015 Author Report Posted May 19, 2015 This is great and should solve this customer's need. Thank Karl and Michael. I have just tested on my account with my Polycom VVX400 and Bria4 Softphone and it does work, although, it is displaying the prepend name duplicate times on both devices.
Michael D Posted May 19, 2015 Report Posted May 19, 2015 Marie, I have the same issue. Did you get an error when you first tried to apply the prepend?
Marie Posted May 20, 2015 Author Report Posted May 20, 2015 No, I don't believe so. I enabled for several numbers and same issue of duplicate text displaying. Looks like a fix is needed here.
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