Agents call details showing in history when call transferred internally

Liberty Converse and Connect Advice
1

Hi Folks, we are finding that when our agents are transferring calls internally, that its their call details that are ending up at the agent who answers that call. Rather than the telephone number of the caller, the agent is getting the name and telephone number of their colleague in their history - as the image shows below. I carried out a test call to a queue as an external customer with my mobile, it was answered by my colleague, who then transferred it to me through a dialogue and queue to me, who was logged in as an agent. Rather than the mobile number showing in the history, it was my colleague’s details

image
image1555×75 9.28 KB

Is this something that can be changed within Liberty?

Thank You :smiley:

2

Hi @FeenoAye so you want to limit the visibility of the Agent CLI is that correct?

If so, then you can do this within each of your Queue Settings under CLI Presentation.

image

Here you can see that when I transfer the call between Agents it will display the 0330 number. I can also set this for Internal and External calls as well - perhaps your full external DDI or internal Ext for the contact centre queue.

Hope that helps.

if it’s not quite what you are looking for then please let me know.

Kind Regards.

Jonathan.

3

Thanks for the reply Jonathan. it looks like we already have that set up?

image
image1082×356 21.8 KB

For some reason it doesnt look like I can change the Click to dial option either, its greyed out

4

Ok that would be disabled if Click to Dial is disabled for that queue as it only affects calls through click to dial (Agent making an outbound call through the queue).

5

Thanks Jonathan, can you break it down for me?

Which of these settings will allow the external caller’s contact number to come through to the agent’s history, when they are transferred the call internally from another agent?

6

HI @FeenoAye The Docs Portal has all our info, this is what it says about CLI Presentation:

CLI Presentation

  • Calls to External CLI - this number is presented as the calling number whenever an outbound call is made from this queue to an external phone number using Click-to-Dial or call transfer. The default is to present the agent’s phone number. When calling or using a supervised transfer to an internal number, the agent’s phone number is presented by default
  • Calls to Internal CLI - This is presented as the calling number when making an outbound call from the queue to an internal number
  • Click to dial calls to Agents -This is presented as the calling number to the agent initiating the call when making a click to dial call from the queue

Hope this helps but let us know if you need more info.

Thanks

Jonathan