CallerID for ingroup

[macaruchi]

Hi!
I have one campaign with different in-groups , each ingroup for different department, now we need to have a different callerID for each ingroup.
There is a way to have for each ingroup a different callerID. I use this because I have one campaign with few ingroups in this way our agent can loging to different in-groups under the same campaign

[mflorell]

You need to explain how you want to use these in-group caller IDs.

[macaruchi]

This is the situation, I have several queue of customer service, all my agents are connected to all these queues, when they need to make a call to one of our clients the callerID that is shown is 000000 because that is what I have defined in the campaign , now well, I have 3 in-groups under that same campaign because they are 3 different customer service companies, this way my agents can take calls from all the companies because they take all in-groups but when making a call to a client the callerID must leave That's why I want to know if you can, at the time of the manual call, take a predefined callerID to that in-group or that the agent can select which one you want to use.I hope to have explained myself better,
Sorry for my english.

[mflorell]

That's what this campaign setting is for:

In-Group Manual Dial -This feature allows you to enable the ability for agents to place manual dial outbound calls that are logged as in-group calls assigned to a specific in-group. The MANUAL_DIAL option allows the placing of phone calls out through an In-Group to the agent placing the call. The NO_DIAL option allows the agent to log time on a call that does not exist, as if it were a real call, this is often used for logging email or faxing time. The BOTH option will allow both call and no-call in-group dialing. The default is DISABLED.


And to set the CID, there is a setting in the In-Group screen for that:

Dial In-Group CID -If the agent campaign allows for Manual In-Group Dialing, this caller ID number will be sent as the outgoing CID of the phone call if it is populated, overriding the campaign settings and list CID override setting. Default is empty.


On the agent screen, the agent just needs to click on the Manual Dial link to open the green manual dial screen and click on the "Dial In-Group: Click Here to Choose a Dial In-Group " to select the in-group to dial through.

[macaruchi]

Thks!! This works great!
Now we have just one problem when I do a manual call and select one in-group to do the call, this call automatically go to all agents in the in-group . I mean like a conference no just for the agent that it did the call

This behaviour is rigth ?

[mflorell]

Correct, if the customer calls back in, the call will go to the CID of that in-group, not any agent-specific CID.

[macaruchi]

I mean, I do the call, the client answer the call, automatically the call is listened for all agents in this in-group not just for the agent that did the call. That is correct ?

I thought that If I did the call I talk with the client private

[mflorell]

You are correct, if the agent places the call, it is only that agent and the customer on the call.