Can operators see which number someone call in on?

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jess-bruffett asked Mar 2, '15 Scot Desort commented Mar 12, '15

Can operators see which number someone call in on?

Is there a way, and what device do i need for out operators so see which number is being called in on? we have several dedicated 800 numbers and several local numbers belonging to different departments with different names. We need our operators to be able to identify when someone is calling in, which number they dialed so the can answer the call accordingly. Is this possible and what phones will support it?

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Answer 1 · 2015-03-02T18:28:18Z

mike answered Mar 2, '15

Hi Jess,

You can change the Caller ID feature so that it displays the Called number instead of the Incoming Caller ID.

Follow the steps on this page: Setting up Incoming Call Information When you get to step number 5, click the button labeled "Called Number" instead of "Incoming Caller ID".

Mike

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Answer 2 · 2015-03-02T19:17:43Z

jess-bruffett answered Mar 2, '15 Scot Desort commented Nov 27, '17

is there no way to have both? we don't mind buying whatever phones are needed to make this happen.

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mike commented · Mar 02, 2015 at 07:38 PM

Sorry but there's not a way to pass through both IDs. However we are working on a "whisper" feature that can identify the incoming caller which may help you out. I don't have a release date on it yet but I'll post an update if/when they release a date for it.

Mike

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Scot Desort commented · Mar 12, 2015 at 02:45 AM

Some RC competitors have a line tagging feature. Within the system, each DID/800 line has a small "tag" field where you can enter either numbers (last 4 digits of the number), or a name like "SALES". When that number is dialed, the tag follows the call through the system. When the line rings on a phone, the display reads "SALES>BILL SMITH 201-555-3884". This means the incoming call is from BILL SMITH, his number is 201-555-3884 and he dialed the SALES line. I believe this is enough room on the phone display for this info (other providers do it using the same phones as RC).

This allows you to see the number dialed BEFORE you pickup. The "whisper" feature would require you to pickup the phone before receiving this information.

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