Quick help needed

[gregc]

Our phones finally got ported today and things seem to be running fairly smoothly except for one issue.

When an call comes in, it goes to Ring Group 1 for three rings. If there is no answer, it goes to Ring Group 2. Ring Group 1 is our secretary and Ring Group 2 is our secretary AND two of our customer service people.

How does the people in the Ring Groups decipher if the call is an incoming call or a transfered call? For instance, let's say the secretary answered the call and transfered it to customer service. How does customer service know if it is a transfer or an incoming call? She needs to know whether or not to answer the phone as herself or the "company greeting."

 

[wardmundy]

Add a CID Name Prefix to your inbound trunks, e.g. XX

 

[gregc]

The "trunks" don't have a prefix (at least not in freepbx).

The "inbound route" does, but the prefix stays with the phone call even when transferred multiple times. Same with a Ring Group prefix... it stays with the call after transfering.

 

[TheShniz]

Yes, you can prefix CallerID in a number of places: Inbound Routes, Queues, Ring Groups, etc... just pick the one which suits you best.

...and once you prefix CallerID, it's there forever and ever and ever

 

[gregc]

Yes, the prefix stays there. So in lies the problem. Customer service still can't tell if it is a transferred call or an incoming ring group call because the prefix will show up on both.

 

[TheShniz]

I think your solution is simple... use two duplicate ring groups w/ different prefixes.

 

[gregc]

Well, I tried a different bellcore ringer to see if that could solve the problem. The ring stays with the call when transferred also. So, still no go.

 

[ronw]

Create a third ring group which includes only customer service. Place the CID prefix on this group. This ring group would only be used by the secretary to transfer calls.

 

[gregc]

I was thinking about it and it turns out it really doesn't matter. We have an IVR that answers first "Thank you for calling xyz company. We will be with you in just a moment."

So, the greeting for the company is handled. I just need to get everyone trained to answer the phone "This is Jane Doe, how can I help you?"

 

[gregc]

Is there anyway to set the ringer cadence to be different for transfers only?