[cisco-voip] Calling ID Issues with IPCCExpress v3.0 - Howabout 3.5 and 4.x?

[Lelio Fulgenzi]

I remember our PSTN carrier mentioning that with analog 800 service (why on Earth would you expect it with a more advanced digital PRI service) you could get both the calling line ID and called 800 number. That way you're call centre knew how to answer the phone. Cisco should do something similar where the both the calling party and the original called party are sent to the line. 

I agree Scott, having the queue information is important for some people so they know what line they are answering.

I'd give up the ID on the incoming call as long as it appeared in the call history.

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Lelio Fulgenzi, B.A.
Network Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1
(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN)
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ 
"I had a coffee and Coke at lunch today...and now, I've got more jitter than an
IP phone on a long haul 10base2 connection"                                           LFJ
  ----- Original Message ----- 
  From: Voll, Scott 
  To: Philip Walenta ; Lelio Fulgenzi ; cisco-voip at puck.nether.net 
  Sent: Tuesday, December 13, 2005 5:03 PM
  Subject: RE: [cisco-voip] Calling ID Issues with IPCCExpress v3.0 - Howabout 3.5 and 4.x?


  Yes. In the little windows that come with the agent you can see the ANI as the original calling number.  But as far as the display on the phone, the CTI Port is what you see.  This is good for us as we need to know which contact center they are trying to reach.  IE> the internal users or a regional user.  We run two different numbers / IPCC scripts and they go to the same agents. But the CTI port name is different so the agents know which number they called.

   

  Scott

   

  PS.  So If cisco's listening, make it optional not mandatory please.

   


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  From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Philip Walenta
  Sent: Tuesday, December 13, 2005 1:57 PM
  To: 'Lelio Fulgenzi'; cisco-voip at puck.nether.net
  Subject: RE: [cisco-voip] Calling ID Issues with IPCCExpress v3.0 - Howabout 3.5 and 4.x?

   

  This has been an issue for quite some time.  If I remember correctly, this is a CTI limitation.  I though the CAD desktop (3.0 and higher) displayed this information, but I could be wrong.

     


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    From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Lelio Fulgenzi
    Sent: Tuesday, December 13, 2005 3:39 PM
    To: cisco-voip at puck.nether.net
    Subject: [cisco-voip] Calling ID Issues with IPCCExpress v3.0 - How about 3.5 and 4.x?

    We have some issues with IPCCX v3.0 where the calling party info is only displayed on the phone when you pick up the line and not while it is ringing. While it is ringing it shows the queue DN (or route point, I can't remember now). Similarly, in the directories, it does not show the actual calling party info but again, the queue DN (or route point).

     

    Is this the same behaviour in 3.5 and 4? Just wondering before I put in a feature request.

     

    Lelio

     

    --------------------------------------------------------------------------------
    Lelio Fulgenzi, B.A.
    Network Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1
    (519) 824-4120 x56354 (519) 767-1060 FAX (JNHN)
    ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ 
    "I had a coffee and Coke at lunch today...and now, I've got more jitter than an
    IP phone on a long haul 10base2 connection"                                           LFJ
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