Caller’s number for calls forwarded to Puzzel

If your Contact Centre solution has an access number (B) forwarded to a Puzzel access number (C), Puzzel might not receive the caller’s number (A) as ‘Calling party number’, but instead as ‘Additional number’ or in rare cases as ‘Redirecting number’. 

When you enter a number in search field Caller’s number and click Search, we look for match in Calling party number, Additional number and Redirecting number to make sure you find the calls you are looking for. 

If an inbound call has a value for Calling party number AND Additional number, we will show both these numbers in column "Caller's number" in the Archive's result list. In addition, we will show the Additional number under the chart in the General information tab for this call.

If an inbound call has a value for Calling party number AND Redirecting number, we will only show the Calling party number in column "Caller's number" in the Archive's result list, and we will show the Redirecting number under the chart in the General information tab for this call.