PBXDUDE

I would like to do some testing to are call centers but every time i call the 1800 number that routes me to the vdn that then routes me to the sales division they see my extension and name from my desk even though i am dialing 9 and the 800 number. is thier a way to block my name and number from internal calls. or possible add a fake number besides the public isdn which when i change and it works when i call my cell but when i call internally it still shows my extension. thanks Mike

oozenoz

On an outgoing call over trunks where you have the ability to set Calling Party Number information, you can pretty much make your displayed number anything you want. But this is only going to work if your outgoing call is actually going out...

Sounds like your UDP is recognizing you are dialing one of your own toll free numbers and modifying the called number, thereby forcing the call internally to your VDN. (Probably being done so your internal people calling your centre aren't racking up toll free costs...)

__________________
- calvin

PBXtech.info

 

thetris

you can try to enable client room in your COS. Give your phone a COS with client room on Yes. The extension you can fill in in the field ROOM can let you display a desired extension or none if left empty. This feature is build for hotel purposes.

ahays

When you call an 800 number the owner of the 800 number has the ABSOLUTE right to receive ANI ... because they are paying the freight. You cannot, therefore, block your callerID when calling an 800 number. If you want to spoof the call center then you're going to have to do it from an external site or via special trunking. Easiest thing to do is to order a CO trunk and call from that trunk.

There is an outgoing "per call CPN blocking" Feature Access Code that you might try (dial the FAC followed by 9-1-800-etc). SOMETHING will surely be presented to the Call Center but who knows what that might be (probably your BTN). Test it and let us know.

You might also want to talk to your 800/LD carrier. Since they're YOUR trunks and YOU need special access (i.e. non-identifying access) then they might have some ideas or tricks up their sleeve. Keep in mind, however, that if NO ANI appears at all then that might be just as suspicious to your call center as your own number appearing.

regs,

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

oozenoz

They would have to receive BTN - according to the FCC, ANI is defined as "the delivery of the calling party's billing number by a local exchange carrier to any interconnecting carrier for billing or routing purposes, and to the subsequent delivery of such number to end users"

Even if they are your trunks, your carrier may not be able (legally) to block ANI delivery - even when making the call from your own trunks. Their ruling on privacy requires the carriers to deliver this information:

"Carriers must arrange their CPN-based services in such a manner that when a caller requests privacy, a carrier may not reveal that caller's number or name, nor may the carrier use the number or name to allow the called party to contact the calling party. The
terminating carrier must act in accordance with the privacy indicator unless the call is made to a called party that subscribes to an ANI or charge number based service and the call is paid for by the called party."

(quotes taken from http://www.epic.org/privacy/caller_id/fcc_final.html)

__________________
- calvin

penelope

"Sounds like your UDP is recognizing you are dialing one of your own toll free numbers and modifying the called number, thereby forcing the call internally to your VDN. (Probably being done so your internal people calling your centre aren't racking up toll free costs...)"

I'd check the ARS ANA first, that sounds awfully suspicious to me that it is displaying your name and extension number. Easy way also is to do a list trace station xxxx, dial the 800#, and see what/where it is actually being sent out.

I did this in a couple of our offices that have DCS but I found that they were calling long distance between offices. The user can't tell any difference.

PBXtech.info

 

IPOthermia

Using cha cos, edit one of the classes so that 'Client Room' = Y.
Put your station in that cos. Test and see if this has any benefit to you.
This is another way to blocking caller information on internal calls.

A-Train

While the statements about ANI delivery are correct, the reality is that carriers have all sorts of caller-id and ANI related mess ups. I have 2 ongoing problems right now with ANI and AT&T can't seem to do a thing about either. One is that an AT&T circuit keeps outpulsing a DID number that doesn't belong to us anymore, and when it is called you get a message saying the number is out of service. The second one involes random people getting spam calls from some unknown company, and their caller ID sees one of our toll free numbers.

Anyway, sorry to hijack the thread like that. I agree with Penelope that doing the trace is the best route. Even if it isn't saying your name and extension the reps might just infer it from caller ID saying the company name and office number. Never understimate how smart contact center reps can get when it comes to understanding the system (and how to manipulate it). Do your call center testing with a cell phone or a non-company affiliated pots line.

oozenoz

Do you have DID service over local trunks? You could route your calls locally by using a DID and pointing it to the same vector as where your toll free terminations are going. (You can block ANI on local calls all day long.)

If you are worried that the numbers might get out, you can also set up an outgoing trunk route that connects straight back to an incoming route on your local system. Build a RAC that only you can access - that way your call will go out and come back in, without need of telco services. (You can do this with ANY type of trunk - POTS included.)

__________________
- calvin

IPOthermia

Hey A-Train:

I had the same problem with my DID numbers showing up on caller ID boxes in Texas. My DID's were in Missouri. Somehow it was an AT&T mess up. Someone in India helped resolve it as I recall. Circa 2003. Angry people were calling back demanding to know why we called, and we hadn't. What's with people anyway, I can leave voicemail after voicemail and never get a call back, but if I call a wrong number and hang up without leaving a message I get a call back in 2 min or less asking - WHO IS THIS!?!?!?

Later......

martinyoung

Interesting. If angry people were calling you to find out why you called, why didn't they take the call to begin with? Some people do seem to have an IQ problem.

Sort of reminds me of a few years ago we had a tsunami alert (nothing happened) but the local news crews went down to the beaches and interviewed hundreds of people who had gone there to watch a tidal wave come in. When asked why they went to a beach to watch a tidal wave, almost to a person the answer was to get a good view. When asked the obvious follow up question of what if it was a 20 foot wave some folks actually realized they were at a very stupid place to watch a tsunami and left. Some didn't.

__________________
Marty
Retired Avaya DSIC tech