Receiving calls as an agent (AHG)

Once Agents are logged into the Advanced Hunt Group, any incoming calls will automatically begin ringing to their device in the order of the ring method chosen.

When receiving calls from call centres, the Caller ID is modified to append the Advanced Hunt Group to the end of the Caller ID name (or 'CNAM') field on the display of the phone, to allow agents to quickly identify where callers are being referred from; this is very useful for agents that fill multiple roles and are in 2 or more groups.

The Elevate system accomplishes this by:

• Capturing the first 10 characters from the caller's original Caller ID name. (example: CNAM: ACMEWarehouse = ACMEWareho)

• Capturing the first 10 characters from the Advanced Hunt Group the call was received on. (example: Hunt Group Name: CustomerSupport = CustomerSu)

• Add ',' between the entries

• Inbound Caller ID Display Result: ACMEWareho, CustomerSu 6503551212