The GoTo Community is currently experiencing some technical issues affecting new posts and comments. We are actively working with our service provider and apologize for the frustration.
Forum Discussion
Mick_Dundee
12 months agoNew Member
Once a contact has been created I lose my modify caller ID feature in dial plan
Each user in my company has multiple extensions and inbound groups so I have my dial plan set up to a small couple digit code in front of the caller id via the modify caller ID node so the user knows where the call is coming from (i.e. group inbound, direct extension, etc.) However once we create a shared contact for clients, we lose that modify caller ID code at the front of it and the user has no idea where the call is coming from and what extension etc. was used.
In the meantime we have stopped creating shared contacts for clients as the modify caller ID code is more important of the two but not by much and having to choose between the two seems crazy to me. Is there any way to still get this modify caller ID node to work on contacts??
2 Replies
- KateG12 months agoGoTo Manager
Hi Mick_Dundee
Apologies for delay in response, we updated our Community platform and this may have originally gotten missed.
Currently contact matching overrides the caller id by design.
An alternative you may want to try is to have the caller reaching a queue, that way the queue name would show on the agent Goto App, because the queue name indicates in a similar way where caller is coming from.
- Mick_Dundee12 months agoNew Member
Nothing from GoTo on this?