Incoming Call Routing by CID

[2sjd]

A feature that I feel would be useful is the ability to route calls, attach messages, etc. based on the incoming caller's prsented ID.
This function is one that I've seen on other legacy PBXs that I've work on in the past. I guess I just took it for granted.
I understand that the Outlook contacts integration does offer the ability to attach the name matching in Outlook, and I like that.
How about proritizing queue positions for your VIP customers based on their presented ID. These type of functions based on CID would be sweet.

[cburgy]

Originally Posted by 2sjd

A feature that I feel would be useful is the ability to route calls, attach messages, etc. based on the incoming caller's prsented ID.
This function is one that I've seen on other legacy PBXs that I've work on in the past. I guess I just took it for granted.
I understand that the Outlook contacts integration does offer the ability to attach the name matching in Outlook, and I like that.
How about proritizing queue positions for your VIP customers based on their presented ID. These type of functions based on CID would be sweet.

You can prioritize queue by CID with the Contact Center product. Shoretel does have the ability to route based on CID by writing a tool to do it (through the SDK). I agree though, it'd be neat to have this built in to Director.

[ctmega]

I asked about this feature today. I have a caller that has been harassing people at my company and want to route them to a black hole extension (2666 in this case). no such option though. I would like to see this so that I can get creative with some of our frequent callers. For example, one of our VIP customers could hop the queue and get right to a sales/support guy.

Come on ShoreTel... my old Nortel could do this in 1995!

-MegA

[cburgy]

Shoretel has an application that does this (Professional Services developed it) but it is an add-on.


ShoreTel Caller ID based Routing Application

Overview
- Server application that distributes incoming calls to configured destinations based on Caller ID
- Supports routing based on domestic and international number formats
- Calls with no caller ID will be routed to a configured default destination
- Includes a web based, password authenticated administrative interface for creating rules table
Benefits
- Lightweight software application installed on Director or any DVS server
- Convenient web-based administration
- Flexible rules configuration
- Application is associated with a Route Point; calls are routed to RP using standard system facilities
Target Customers
- Wide variety of businesses who want to automatically and efficiently direct incoming calls on a systemwide
basis

[attaintech]

We've used the CID routing software add-on from ShoreTel with great results. Combined with Workgroups and Custom Auto Attendant menus it provides greatly improved functionality and in one case replaced the need for Contact Center 1/10th of the cost.

You can route by 10 digit CID, just Area Code or something in between. We created VIP lines, Priority Handling rules and flexible routing by Area Code as regions into the call center changed teams.