[cisco-voip] Caller ID with IPCC Express
Miller, Steve
MillerS at DicksteinShapiro.COM
Wed Jan 24 17:12:30 EST 2007
Does anyone know how to keep the CALLING number information to an
outside line after it passes through an IPCC center unanswered? When
the in-house queue is closed, the number is forwarded to an outside
helpdesk, but it reverts to our main number. Please let me know if you
have any ideas. Thank you!
Steve Miller
Telecom Engineer
Dickstein Shapiro LLP
1825 Eye Street NW | Washington, DC 20006
Tel (202) 420-3370 Fax (202)-330-5607
millers at dicksteinshapiro.com <mailto:millers at dicksteinshapiro.com>
________________________________
From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Bryan Nowak
Sent: Saturday, December 23, 2006 1:12 AM
To: Selt9; Rasim Duric; jonvoip at gmail.com
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Caller ID with IPCC Express
Selt, you're exactly right. I'm not running IP Phone Agent, and I'm
looking to have the CALLED number displayed on the phone. The reason
for it is when someone calls number A, for instance, the helpdesk
answers the phone one way, while they answer it a different way when
number B is called. There was a push to get this server into action
this week and I've split the CTI ports among two different JTAPI groups
to achieve what was required. I now have Number A using the first 10
ports and number B using the second set of 10. I was thinking there was
a more refined way of accomplishing this, however. Any ideas?
Thanks,
Bryan
----- Original Message -----
From: Selt9 <mailto:selt9 at yahoo.com>
To: Rasim Duric <mailto:rduric at uoguelph.ca> ; Bryan Nowak
<mailto:n68851 at hotmail.com> ; jonvoip at gmail.com
Cc: cisco-voip at puck.nether.net
Sent: Friday, December 22, 2006 3:06 PM
Subject: Re: [cisco-voip] Caller ID with IPCC Express
if I understood Bryan well, this has nothing to do with IP Phone
Agent... this is a regular agent with CAD and the phone, right?
if it is so, telecaster is not an issue here...
Bryan, tell us, do you need CALLING number or CALLED number to
be shown on the agent's phone?
from your question, I can conclude that you want CALLED number
to be passed to the phone?
give us more detalis on this, please... maybe some call
scenario...
thanks,
Selt
----- Original Message ----
From: Rasim Duric <rduric at uoguelph.ca>
To: Bryan Nowak <n68851 at hotmail.com>; jonvoip at gmail.com
Cc: cisco-voip at puck.nether.net
Sent: Wednesday, December 20, 2006 11:57:06 PM
Subject: Re: [cisco-voip] Caller ID with IPCC Express
You'll need to change the IP Phone agent telecaster password and
restart the TAI service. Just follow the link:
http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified
%20Communications%20and%20Video&topic=Contact%20Center&CommCmd=MB%3Fcmd%
3Ddisplay_location%26location%3D.1dd86bde
Rasim Duric
Network Analyst (CCS)
University of Guelph
Guelph, N1G 2W1, ON
519-824-4120x53146
rduric at uoguelph.ca
-----Original Message-----
From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Bryan Nowak
Sent: Wednesday, December 20, 2006 4:45 PM
To: jonvoip at gmail.com
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Caller ID with IPCC Express
You're right -- the original called number does show up in CAD.
Is there a way to send that to the display on the phone?
>From: "Jonathan Charles" <jonvoip at gmail.com>
>To: "Bryan Nowak" <n68851 at hotmail.com>
>CC: cisco-voip at puck.nether.net
>Subject: Re: [cisco-voip] Caller ID with IPCC Express
>Date: Tue, 19 Dec 2006 18:10:07 -0600
>
>The original dialed number should show up as Enterprise Data on
the Cisco
>Agent Desktop.
>
>If not, you need to set up Ent Data using the Cisco Desktop
Administrator
>(see the desktop of your IPCC, or Start - Programs - Cisco,
etc...)
>
>Add the Ent Data fields you want and apply them to a work flow
group.
>
>
>
>Jonathan
>
>On 12/19/06, Bryan Nowak <n68851 at hotmail.com> wrote:
>>
>>Hey folks,
>>
>>I'm fairly new to this newsgroup but can see that there's a
wealth of
>>information here. I'd like to add some value of my own but
for now I'm
>>hoping to tap into some if it with this question:
>>
>>I have two JTAPI triggers in IPCC and both of them end up
calling the same
>>agents. Is there a way to change the display to show which
number was
>>dialed? Currently it appears that the display setting on the
CTI port is
>>what's being passed to the phones, but since I don't know
which port will
>>get which call, I can't adjust the display appropriately.
>>
>>It looks like I can create a second JTAPI Call Control Group,
split the 20
>>CTI ports between the two, and change the Display settings for
the ports
>>to
>>align with whatever call group will use them, but I figure
that has to be
>>an
>>easier way. Is there?
>>
>>Thanks,
>>Bryan
>>
>>_________________________________________________________________
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Messenger!
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