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Changing the inbound caller id to match the number they have called RRS feed

  • Question

  • Hi,

    Is it possible to change the inbound caller id for all incoming calls so it matches the number that they have called?  Let me try to explain why I’d like to do this:

    Each specialist part of the company we are working for has its own telephone number and each telephone number is handled by its own Response Group. The design and function of the individual Response Groups are very different but all have one thing in common. When no agents are available and the queue times-out then the action specified is to transfer the call to a single voice mail account that all response groups / numbers share.

    The problem arises when reviewing the voicemail messages that customers leave; as we have no way of knowing which specialist part of the company they originally tried to contacted (defined by the telephone number that they rang) and as such it is difficult to assign the right person to call them back.

    The messages that are left currently contain the caller ID of the caller i.e.

    You received a voice mail from (inbound caller id).

    So I hope that if we can change the inbound caller id when it enters the system to match number they have called. We then provide a guide (from the message above) to who is best to return the call as the number displayed will reflect the specialist part of the company who needs to call them back.

    Perhaps this is something that can be achieved via Inbound Normalization Rules?

    I’d be grateful for any help with this.  Thanks.
    Thursday, May 3, 2012 10:17 AM

Answers

  • Hi Justin,

    Thanks for your response. I understand from what you are saying that the changing the inbound caller ID is possible (using the two methods suggested) but that doing this to a number that Lync owns could cause a problem.

    Perhaps it would therefore be a better solution to just add a 2 digit ID/origin code as a prefix to the inbound caller ID. So for example the caller (ID = 0787 123 4567) dials number X (which is prefixed with 01) and their ID is then changed to 01 0787 123 4567 or dials Y (which is prefixed with 02) and their ID is changed to 02 0787 123 4567.

    Of course the agents will need to take off the first two digits to call the inbound caller. But more importantly the two digit prefix codes will tell us which number X or Y that the caller dialled before leaving a voicemail as this code should be included with the voice mail message that they leave - where is says ‘You received a voice mail from (inbound caller id)’ in the message.  

    Does this addition of a two digit prefix code sound viable in your experience?  Thanks again for your help. 

    Thursday, May 3, 2012 1:21 PM

All replies

  • This would be extremely tough to do without some custom development work. Once the call is in a Lync response group, it's already gone through the Inbound Routing process and any normalisation rule has been applied.

    You'd need to write an MSPL script that sits alongside the Response Group service and intercepts calls before they are sent to voicemail. It would be at this part of the workflow that you would need to take the caller ID and change it to the Tel URI of the response group so the voicemail would look like it is from the response group.

    So to answer your question, this wouldn't be possible out of the box with Lync, but could probably be done with some custom dev.


    Justin Morris | Consultant | Modality Systems
    Lync Blog - www.justin-morris.net
    Twitter: @justimorris
    If this post has been useful please click the green arrow to the left or click "Propose as answer"

    • Proposed as answer by Kent-Huang Tuesday, May 15, 2012 6:53 AM
    Thursday, May 3, 2012 10:58 AM
  • Hi Justin,

    Thanks for your reply. I’m not sure that I’ve been clear enough in my original question. Can the inbound caller id be changed before it enters the response group?

    Thanks for your help.

    Thursday, May 3, 2012 11:50 AM
  • If you changed the inbound caller ID (either using a voice gateway before the call hits Lync or using a voice rule on Lync) to a number Lync owns (specifically the number the call is destined to - the response group), I imagine it'll get confused and probably drop the call.

    Having said that, I've never tested this scenario. Would it not be a problem to the agents in your response group if the caller ID is the number of the response group i.e. they have no idea where the call is coming from?


    Justin Morris | Consultant | Modality Systems
    Lync Blog - www.justin-morris.net
    Twitter: @justimorris
    If this post has been useful please click the green arrow to the left or click "Propose as answer"

    Thursday, May 3, 2012 12:35 PM
  • Hi Justin,

    Thanks for your response. I understand from what you are saying that the changing the inbound caller ID is possible (using the two methods suggested) but that doing this to a number that Lync owns could cause a problem.

    Perhaps it would therefore be a better solution to just add a 2 digit ID/origin code as a prefix to the inbound caller ID. So for example the caller (ID = 0787 123 4567) dials number X (which is prefixed with 01) and their ID is then changed to 01 0787 123 4567 or dials Y (which is prefixed with 02) and their ID is changed to 02 0787 123 4567.

    Of course the agents will need to take off the first two digits to call the inbound caller. But more importantly the two digit prefix codes will tell us which number X or Y that the caller dialled before leaving a voicemail as this code should be included with the voice mail message that they leave - where is says ‘You received a voice mail from (inbound caller id)’ in the message.  

    Does this addition of a two digit prefix code sound viable in your experience?  Thanks again for your help. 

    Thursday, May 3, 2012 1:21 PM
  • I'd say what your proposed could be a workable solution. If you mapped the prefix of the caller ID to a response group and communicated this to the teams e.g. 02 was a call to the Server team, 03 was a call to the Exchange team, then I reckon this would theoretically work.

    Justin Morris | Consultant | Modality Systems
    Lync Blog - www.justin-morris.net
    Twitter: @justimorris
    If this post has been useful please click the green arrow to the left or click "Propose as answer"

    Thursday, May 3, 2012 1:26 PM
  • Thanks Justin. All this beacouse I fear that this quesion: 

    http://social.technet.microsoft.com/Forums/en-US/ocsvoice/thread/73acc81f-9eb2-405f-86d4-3a25fca7c23d

    About retaining the caller Notes or Response Group display name when a call is answered by voicemail will not be viable?

    You've been very helpful - thank you.

    • Proposed as answer by Kent-Huang Tuesday, May 15, 2012 6:34 AM
    • Unproposed as answer by Kent-Huang Tuesday, May 15, 2012 6:34 AM
    Thursday, May 3, 2012 1:36 PM
  • Happy to help. Will reply in your other thread also.

    Justin Morris | Consultant | Modality Systems
    Lync Blog - www.justin-morris.net
    Twitter: @justimorris
    If this post has been useful please click the green arrow to the left or click "Propose as answer"

    Thursday, May 3, 2012 1:54 PM
  • Hi,

    You may need to custom develop for this issue. You can post the issue on Microsoft Lync Server SDK forum for further assistance.

    http://social.msdn.microsoft.com/Forums/en-US/category/uc

    Regards,

    Kent

    Tuesday, May 15, 2012 6:57 AM