I have a dilemma and I want to get some input.
We have a client that has about 15 extensions and 4 different phone numbers.
The different phone numbers are each associated with a different company so it is important that when a call comes in, they know which number it is from.
Basically, the inbound route for each of the 4 numbers rings all 15 extensions so they never know which number the caller called.
I was thinking that I can solve this by creating 4 different blocks of extensions and making it so that each phone has 4 different extensions. Then based on which extension is ringing, they know which number got called.
For example, setup extensions 101-115 on number 1, 201-215 on number 2, etc.
This would work but it seems like a lot of extra work when there may be a different, easier solution. Does anyone have any ideas on a way to get this working?
callerid prefix
The callerid prefix methodology is the one that is supported by freepbx / trixbox. I have one customer that uses that for the same reason you describe.. only difference is he has about 20 different inbound numbers to differentiate between so we prefix a 3 character code to the callerid to identify what company was called.
callerid name should be ok,
callerid name should be ok, just don't alter the # or CAELA will bend you over. Ive even had to write ivr that collected account id #'s and changed CID name to those # so that screen pops could lookup this input account #. The prepending to the callerid name is a very popular way of managing different campaigns. Just be aware that CID name is limited to 15 characters as a standard. So Keep your prepends small if you still want to see info. I try to keep them to 3 characters plus a colon ( AD1: or an acronym like DHG: for dental hygentist group). CID name doesn't go out over SS7. if youre extra nervous just collect cdr upstream for your government compliance.
the downside to trying to make extra extensions for each company on the phone is that economy of scale can be a problem. On a 4 line phone like a polycom 550 you'd be limiting it to just 4 unique numbers.. and then suddenly the customer calls you 6mos later and tells you he needs to add another number for yet another company.... oooops. Not to mention the insanity of managing all those extensions and voicemail messages.
The CID Name prepend is your cleanest bet, just make sure that the extension voicemail messages are ambiguous (hi, youve reached gene simmons at extension 112. I am away from my desk, please leave a message) instead of announcing the company you're with.
If you point each DID to a hunt list then each huntlist could have a 'special mailbox' unique to that company.
Thanks for the great input
Thanks for the great input guys...all the info is very helpful. I didnt even think of doing a callerid prepend; this seems like it will be much more effective then creating extra extensions...Thanks
I had a customer with a very similiar setup. What I did was prepend the company name to the callerid so when a call came in, the called company name was right there in black and white staring people in the face. However, if you ask Eric about that, he'll read you the riot act about never, never touching the callerid. I had another company with the same setup and I ended up doing what you did, but the customer hated it. He had a complete fit. Then I did some black magic with ringtones which I thought sucked, but they loved it. So the moral of this story is ask the customer what type of solution they want first before you implement something.
FSD