Allow Agents to Identify Callers from Company Contacts in Queue Panel

The Queue Panel is the live screen agents and managers use to watch and handle calls waiting in a queue. By default, it follows your contact visibility rules, so an agent may not see who is calling even when the number belongs to a saved company contact. You can override this for individual queues: grant the right Queue Panel permission and set up caller matching, and every agent working that queue will see the matching contact’s name whenever a company contact calls in. This gives agents context before they answer, without exposing your full company directory.

Note

Contact name display in the Queue Panel requires your Cloud Voice system to be running version 84.20.0.128 or later.

Step 1. Grant the permission to agents in a queue

1. Open the queue you want to configure.
   1. In the Cloud Voice web portal, go to Call Features > Queue.
   2. Find the queue in the list and click the edit icon next to it.
2. Turn on contact matching for the agents.

   1. Select the Queue Panel Permissions tab.

   2. Scroll to the Agents section and select Show Company Contacts Matching Results.

      

      Caution

      This permission overrides the normal contact visibility rules for this queue. Once it is on, every agent assigned to the queue sees the matched contact’s name on incoming queue calls, including agents who would not otherwise have visibility to that contact.

   3. Click Save, then Apply.

Step 2. Set up company contacts matching

1. Open the matching options for company contacts.

   1. Go to Contacts > Company Contacts.

   2. On the Company Contacts page, click Options.

      

2. In the dialog that opens, define how incoming Caller IDs (the phone number presented with an inbound call) are matched to your contacts.

   

   1. Choose a matching method:

      Option	Description
      Exact Match	Shows the contact name only when the incoming Caller ID matches a saved number exactly.
      Match the last {number} digits	Compares the trailing digits of the incoming Caller ID against your saved numbers. If the Caller ID has this many digits or fewer, it must match a saved number exactly for the name to appear. If the Caller ID is longer, the name appears when its last {number} digits match those of a saved number.

      Note

      For the last-digits method, the default length is 7. You can set any value from 4 to 31.

   2. Optional: To disregard symbols and letters while matching numbers, select Ignore Symbols and Letters.

      Tip

      Turn this on if your saved contact numbers contain formatting such as spaces, plus signs, hyphens, parentheses, or letters. It lets those numbers still match against the plain digits of an incoming Caller ID.

   3. Click Save.

Result

Now, when a saved company contact calls one of these queues and a match is found, agents assigned to the queue see the contact’s name in the Queue Panel.