By overwriting the existing calling name SIP header, calls that are sent to Contact Centers that do not use the Call Center Agent application, such as retail queues and voice queues with telagents, are able to view the queue name or DNIS label on the phone set display.

The following are the overwrite options for the SIP header:

• Default Value – The calling line identification and calling name displayed on the phone set is of the transferring PBX rather than the originating PBX.
• Use Queue Name –The name of the queue the call originally came in on is displayed on the phone set.
• Use DNIS Label – The original DNIS the call came in on is displayed on the phone set.

The public network may modify the SIP header regardless of what it is set to, depending on what the agent is using for a phone. Wireless phones, for example, may change the calling name field randomly or by their own configuration. 

Note: Queue names must be a maximum of 16 characters in length, and must be comprised of alphanumeric characters only. Illegal/special characters are not acceptable, any non-text characters or numeric characters used will be removed. Also, if the queue name exceeds 16 characters, only the first 16 characters will be used. 

You can also change the calling name in an existing SIP header. For further information, refer to Voice Queue Options.

Related Articles:

• Custom SIP Headers
• Inbound Calls
• Outbound Calls