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Originally Posted by Okonski
There are two issues here - handling on national CLI, and those of International carriers. The latter isn't a problem, as inbound International calls can either display the correct number and country code, or be deemed 'International' with no number in the field. In both cases calls from these numbers will NOT be blocked by ACR.
For calls within the UK, the excuse that a PABX could not forward the relevant extension number is very lame these days... however with business practices meaning any CS staff could handle the enquiry, there is little point in providing the actual number of the calling extension. (Even more so when its an automated out-dial system that calls you first before connecting to a CS clerk). My concern is that there should be SOME form of number provided, a Presentation CLI number (for example) could give an 0870 number instead of the underlying 'real' number, if a telco cannot offer their clients even this most basic of services, then they deserve to lose all their customers until they do. It's really all about choice, more and more people feel they should have the right to receive calls only from those people who don't have a problem with providing their CLI information. If they do, then ACR is a good way to make this preference known!
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Many organisations don't want their number being given under CLI as their telephony system can't determine who on their system called you. If they have a very large switchboard they won't want it being deluged with calls saying that someone there called them if they don't know who to direct the call to.
A lot of call centres have a single non geographic number which can connect to several call centres. This can either determine the correct call centre to handle the call from CLI information, have a menu system for routing the calls or simply route you to a call centre with free agents. CLI is of no use if they call you.
A lot depends on the equipment that the telco has and also on the equipment that the caller or the callers network has. The telco can only alter their own equipment.