How do you get certain agents to have a different CID?

[james1126]

Hello!

How do you get some Agents to have a different Caller ID when calling out than others? The Campaign has a Caller ID that's set and that is that one that goes out for everyone of course. Is there any way to override that with the Extension's or Agent's Caller ID for certain Agents?

I have a group of Agents that call out a lot for a slightly different program than what the main inbound Campaign is for. They also take inbound calls from the Main Campaign. A friend/Vici Guru suggested making a separate Campaign for those Agents so when they make their outgoing calls they'll have the desired caller ID. Unfortunately, they're not around all the time so I'm left to my own devices to figure out what he meant.

The Question is: How do I get them to still receive inbound calls from the main Campaign?

I have the Manager's Manual, so if it's on a particular page, if you could point me to it, that would be great. Or do you guys have some other way to do it?

If they could all stay in the same Campaign but I could just explicitly set the Caller ID that would be great...

I'm a noob so please be gentle. If this has already been covered somewhere please just point me to it. I searched the forum for literally an hour before posting this.

Thank you!
James

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I have:
Version 2.4-357a
Build: 120125-2107
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[williamconley]

Inbound calls are not "campaign based". They are "Ingroup" based. Which means you can apply that same Ingroup to several "Campaigns". Campaigns are for outbound, Ingroups are for inbound.

And if that makes no sense, look up "Inbound" and "InGroup" (and transfer groups while you're at it, we can melt your brain a bit).