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Hi everyone,

I wanted to bring to everyone's attention a specific issue we have as a business with 8X8 Work system user options, it is regarding user specific External ID number choice/control,

We have multiple dedicated phone numbers for either different departments or different company brands.

We do allow some specific 8X8 users within the business to have a choice of an External ID number when they call out to our customers (so they make a call as a specific brand or department rather as a main line default number).

Those numbers are set as for "shared caller ID" and appear on the External ID choice drop down list on user dial pad, however we can only either switch this choice ON or OFF for a specific user (applying policy which allows for this or not).

We need to have a control of what specific External Shared ID numbers are visible (available) for a specific user to choose from when calling out.

Now we only have ALL or NOTHING choice for a user.

Share your experience and let me know if you have a similar issue over user control.

I hope developers will have a read of the above and find a way to implement this feature as enhancement

Thanks

Peter

#CustomerExperience
#General

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Peter Dabrowski
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Thank you for raising this topic. Our team is running into the same limitation in our setup.

Having user-specific list controls for External Caller ID selection is essential for smooth operations. Given that 8x8 Contact Center already supports grouping and segregating OB codes, bringing a comparable feature set here would solve a major pain point.

We would appreciate any feedback or roadmap updates from the 8x8 team on this thread.