[cisco-voip] IPCC: Caller name within Cisco Agent Desktop?

[Tech Guy]

Just about to roll out IPCC Express internally for an IT help desk.  Most of
my time has been spent learning and playing with the scripting side of
things so far.

In testing my script and using the Agent software I noticed by default it
does not present the agent with a whole lot of info for the call.  In fact
it seems to just show the extension number and not the callers name.

Since all the callers will come from an internal source, and use cisco
phones shouldn't CAD be able to show the caller name as well as extension?

Currently the helpdesk all just shares a line, but when a caller calls in
they can at least see the name of whose calling you know "standard Cisco IP
phone stuff right" but with the IPCC agent desktop the name does not seem to
show up?

I need to go read more about the agent desktop and how to customize and
configure it but thought I would ask here as well.

thanks!
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