Our contact center handles multiple different client and have our own IVR system, which causes several of our outbound numbers to be external (connected to zendesk). External numbers should have a way to attach a brand or at the very least a thumbnail to be able to distinguish each from the dropdown menu below the keypad, by the agents.
So there is a workaround for this but it requires this knowledge prior to adding an external number or else you will need to remove and re-add the number.
External numbers pick up whichever brand is set as your "default" brand. You can change this default temporarily to the desired brand before adding an external number, then change your default brand back after you have added the number. The external number will then have your desired brand attached.
The problem I have with this method is that it:
A) requires removing a number just to re-add, this is inefficient and will temporarily put a number out of commission. The number will also have to be set back up with the prior settings.
B) requires re-assigning the default brand to a brand that is not intended to be default. This can cause confusion, especially if new tickets happen to be created during this process.
This is a laborious process and also will have a business impact. I feel like the feature is there, just not implemented. Please add a setting that can attach a brand to an external phone number.
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