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prepend calls with text from various queues

Posted by TampaDave on Fri, 09/23/2011
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Thirdlane platform General Questions

Is there an option to prepend calls with text from various queues?

Our scenario: Calls come into an IVR where there are 4 options, all going to separate queues. Some agents are in multiple queues and would like to visually know which queue they are coming from. Is there an option that I can add to the queue to make this happen?

Submitted by k3leland on Fri, 09/23/2011 Permalink

Create a feature code that goes to your queue, you will notice an option there to choose some text to prepend to callerid name. Prepend some short text, like 3 capital letter characters, to the callerid name.

Then in the IVR instead of setting the go-to-queue script, use the go-to-featurecode script. choose your newly created feature code.