How to distingush incoming calls with CIDLOOKUP set.

[aljosasokic]

Hi,

I searched everything and can't find solution to my problem.

This is my configuration:
Linux vicibox10 5.3.18-57-default #1 SMP Wed Apr 28 10:54:41 UTC 2021 (ba3c2e9) x86_64 x86_64 x86_64 GNU/Linux
ViciDIal VERSION: 2.14-882a, BUILD: 230421-1739
Fresh install from latest build.

I have multiple numbers set in INBOUND and they all go to one INBOUND group. In-Group Call Handle Method is set to CID and it all works fine. I can distinguish which number client called so agent know how to answer phone. I set this up on trunk side, so it sends Prefix identifier with the number of client for evey call.

Problem starts when I want to start saving leads info.
I set "In-Group Call Handle Method: CIDLOOKUP". It all works fine first time client calls, it saves all information agent put in the lead, but now when this client calls any number from our INBOUND DID's, Lead form in Agent interface fills up with info that was saved in previous call to the other number, problem is that now i don't get Prefix identifier anymore because it is already saved. I understand this is how it should work, I just can't figure a way for agent to be able to distinguish who did the client call once it is saved in Leads.

I hope you will understand what is the issue, I am not so good with explaining :/

Have a great day!

[jamiemurray]

There's 2 ways you could approach this I can think of right away.

1. Multiple Ingroups with 1 DID > 1 INGROUP. An agent can be a member of more than 1 ingroup, the ingroup name can be displayed on the agent's screen.

2. Use a script and display the DID Description on the page for the agent.

[aljosasokic]

There's 2 ways you could approach this I can think of right away.

1. Multiple Ingroups with 1 DID > 1 INGROUP. An agent can be a member of more than 1 ingroup, the ingroup name can be displayed on the agent's screen.

2. Use a script and display the DID Description on the page for the agent.

Thanks @jamiemurray i used your first suggestion and works just fine.

[jamiemurray]

You're welcome