Specifying the CLI to Display for Enquiry Calls

The CLI presented to the recipient of an enquiry call will, by default, be that of the original caller on hold. You can change this behaviour so that something else is shown instead, if needed.

  • Pass through the original caller's CLI (This is the default option)
  • Pass through the operator's details (presentation CLI)
  • Withhold the CLI
  • Use the value from variable: number.enquiryCLIOption

    Please contact a system administrator if you need assistance with this latter setting.

Like all functionality related to enquiry calls and the mid-call menu, this setting requires enquiry calls to have been enabled for the intended queue.

Implementation

  1. Access the configuration page for the intended IVR.
    1. Access the list of services for the intended customer.

      1. Access the details page for the intended customer.

        1. Type the customer’s name into the search field at the top of any page.
        2. Click the intended customer in the search results. This opens the Customer Details page.
      1. Select the Services tab.
    1. Locate the intended IVR service and click its Configure link. This will open a new page.
  1. Locate the intended queue node and click its Config link.
  2. Select the In Call tab.
  3. Locate the Enquiry Calls and Patch-Through Options section.
  4. Under Enquiry Call CLI Option, use the drop-down to select the intended option.
  5. Click Save Settings at the bottom of the page.