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-   -   Question about call forward and caller ID (http://support.avaya.com/forums/showthread.php?t=3704)

tomfarrell 09-26-2013 06:26 AM

Question about call forward and caller ID
 
I have a question about call forwarding and caller ID
Our staff is setting up an after hours phone number for HELP desk issues that cannot wait until the next business day.
Three or four members of the IT staff will rotate acting as the on-call person for the HELP line.

I was directed to create the service with the following stipulations.
The caller to the HELP line will hear a message (city employees only, urgent request only, otherwise put in a ticket thru normal channels). Caller will then be transferred to the on-call person's cell number or home number. The on-call staff want to be able to change the destination phone number from their desk phone and also remotely change the destination phone number. (from their cell phone or home phone)

I created a hunt group for the HELP line with night service always active.
Night service points to vdn 1077
VDN 1077 points to Vector 24
Vector 24 plays announcement and then routes the caller to station 7663
Station 7663 will forward calls to the on-call staff member. Station has cos 0 and can transfer off-net.
I put a bridged appearance on the telephones of the on-call staff so they can change the call forward TN at their pleasure.
I gave them instructions for remote access (telecommuting).
Everything works well. Except that the calling number is passed through to their cell phone.

They are now requesting that any call to the HELP line carry the same caller id thru to their cell phone. This is so that they know that they are getting a HELP line call. I have tried many things with the hunt group options and the vdn options, but so far I cannot accomodate their request.

Any suggestions on how to send the same caller ID every time to their cell phones when forwarding calls from a station ?
Thanks for reading and I will appreciate any comments
Tom

mittas 09-28-2013 12:23 PM

Dear Tom,

There is no way to send caller id of original caller to the cell through call forwarding , this is because when we enabled call forwarding on the station then PBX actually receive the call and then Transfer the call to the cell through separate line/Channel that is why number of your own Line will be displayed on the cell.

Suppose Party A Call B, Now B Receive Calls and Transfer to C.
Connection established between A->C but through two separate lines

mscisk 09-28-2013 04:44 PM

Well i had different case, the VDN number was passed to HELPDESK cell and user team wanted to see ANI :]

We set one DID to set cell number on duty and second DID as HELPDESK line.
DID 1 points to VDN1, vector that just saved incomming ANI in variables (A) and disconnect.
DID 2 points to VDN2, vector with route-to variable (A).

Employee on duty saw VDN2 number.

DID2 (xxx xxx 123) -> VDN2 (nr 123 name HELPDESK) -> route-to A -> ARS and so on.
There should be entrance in public-numbering.

agetor 09-28-2013 09:57 PM

You may also achieve this using EC500 if you have the license.
Tony.

tomfarrell 09-30-2013 07:01 AM

@mittas
'There is no way to send caller id of original caller to the cell through call forwarding'

Mittas, that is exactly what is happening. The cell phone is showing the caller id of the original caller. We want the cell phone to display the caller id of the HELPDESK line so that the on-call person knows that the call is a HELPDESK call and not just another personal call.
Thanks for the reply.

@ mscisk
'DID 1 points to VDN1, vector that just saved incomming ANI in variables (A) and disconnect.
DID 2 points to VDN2, vector with route-to variable (A).

Employee on duty saw VDN2 number.'

Thanks mscisk. Unfortunately we have the 'YUGO' model of vectoring and the variables are not a feature that we can use. But, your approach is interesting. Maybe I can do a trick or two using your basic concept.

@ agetor

'You may also achieve this using EC500 if you have the license.'

Tony, we do have the EC500 licenses. Two of the on-call people already use that feature almost continually. What happens, is that they still see the ANI of the original caller to the HELPDESK line, and they really want to see an indicator (caller id) that the call is a HELPDESK call and not just another personal call from some unknown person.

All,
I suggested to our on-call folks that we issue a cell phone dedicated to the HELPDESK calls, so that every HELPDESK call gets pointed to the HELPDESK cell phone. They could pass the cell phone around to the on-call person. But, none of the on-call people wanted to carry two cell phones around.

I will update when I find the right way to pass the caller id that I want. If you have any ideas, I would be glad to hear them.

Tom

tomfarrell 11-07-2013 07:42 AM

The boss has decided to go with pagerduty.com at about $18 monthly

The website is a bit clunky but it might fit our needs.

We shall see.

Edit:
Slight correction.
He is using Google voice to accept calls from users that are having problems at night.
Google voice converts the voice message to a wave file and emails the wave file to Pagerduty.com
Pagerduty.com then sents alerts to on-call tech. Escalates if no response.....etc etc


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