Apologies if there's already a thread for this but I had a scour and I couldn't find one, might be the search terms I was using :)
We run a multi-brand contact centre, with multiple telephone numbers for each brand depending on the department.
Each brand has multiple department functions so creating a separate brand for each department within that brand is not an ideal solution.
Currently, the default telephone number for each brand is the telephone number that was created first, e.g. we have numbers for Department A, Department B, Department C; if Department A's number was created first then their number will be the one that a new ticket defaults to, even if Department B has created the ticket and are the ones calling out.
Department B mainly do outbound calls, and they need to be calling out from their telephone number so that when customers call back, they are calling back Department B directly (we do not want them to go to Department A first and then get filtered back through).
- We should be able to choose the default number associated with a brand for outbound calls, regardless of which number was created first. Say for example we were to create a new number, which is number 3 in the list, and then delete the original oldest number (number 1), the number that is 2 in the list would then become the default, even if we want the new default to be number 3. We should be able to rearrange these numbers and set number 3 or any other new number as the intended default.
- Ideally, the default number should be set based on the group that the ticket assignee is in. E.g. If I am in Department B, the default number I call out from should be for my Department based on my group.
- Extra extra ideally, if I'm in Department B, I shouldn't even be able to see the number for Department A to use it, I should only see numbers associated with my group.
Short version: The default number for outbound calling should be set based on the number for my group. We should also be able to choose what number is the default number for a brand for outbound calling.
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