I haven't tested this but in theory you could use outbound codes, you'd have your usual codes (e.g. for customers) where you set the calling line identifier as the default outbound line (the one you want customers to see)
Then you add a code for internal calls and set the Calling line identifier as "Use agent default calling line ID" but then you'll need the agent default calling line ID (user profile) to be something meaningful - as far as I can tell you can only use VCC channels and not agent numbers but at least this could get you halfway.
VCC admin is being updated by 8x8 at the moment so it's possible the feature could be added - this definitely seems like something that would be useful in the new "micro VCC" product they're developing so you never know!
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David
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Original Message:
Sent: 01-02-2024 04:11
From: Claire Blunden
Subject: Internal Caller ID
Again, sorry we are new to 8x8. Our setup is Teams enabled 8x8.
External call received via a queue > Agent needs to speak to another VCC Agent:
The issue we are seeing is that the caller id is the external caller id and not the internal VCC Agent id
Has anyone been able to configure to enable the internal caller id as the VCC Agent name?
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Claire Blunden
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