Feature Request Summary:
Digital Lines should have the ability to obtain information from the end-user prior to initiating a call, much like when they begin a live chat.
When the Digital Call comes through and creates a ticket for our agents it displays as Caller Unknown which causes frustration to both the agent who can't see who it is reaching out, and the end-user who can't have their information pre-filled.
Business impact of limitation or missing feature:
When a call drops in, not having the Caller ID means the agent needs to spend time obtaining this information and amending the requester, which results in more time on the phone.
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