[cisco-voip] UCCX - Presenting Caller ID / Name rather than CTI Route Point Number

[Matthew Linsemier]

This is what I figured.  I was wondering if there was any way to preserve
the calling number in CallManager through the trigger lines and CTI pool.  I
wasn¹t sure if numbers were considered forwarded or not, and if you played
around with any of the forwarding settings, if you could get it to work.
>From the sounds of it, no.


On 12/18/09 11:51 AM, "Tanner Ezell" <tanner.ezell at gmail.com> wrote:

> This is not possible due to the way UCCX handles calls, in short:
> 
> Caller dials Trigger (CTI Route Point), UCCX is made aware of the call, finds
> an unused CTI Port and the caller is connected to that CTI Port. 
> 
> Now, until the caller is transferred to an agent, all handling of the Caller
> (get digits, play media, etc) is done via this CTI Port. Remember that CTI
> Ports act as software phones (akin to CIPC); For all intents and purposes, the
> Caller is talking to Softphone with extension 53xx.
> 
> When an agent becomes available, the CTI Port rings to the agent. At this
> point is where you see your CTI Ports (53xx) ringing the Agent phone, the
> reason being is that the call is still being controlled by UCCX via the CTI
> Port. Until the caller is released from the CTI Port and transferred to the
> Agent (agent picks up), UCCX will keep control of the call.
> 
> Now in theory, you might be able to accomplish what you're seeking by doing
> something like using the connect step to get the AgentID UCCX has found for
> you and doing a cold transfer to that person terminating the connection to the
> CTI Port. Again, I've never actually tried this so I can't say for certain it
> will work; Additionally it comes at a risk to your caller, should the agent
> not answer (RONA) the call will be dropped out of queue and terminated (since
> you terminated the CTI Port connecting the caller to UCCX)
> 
> Even if that is possible, I don't recommend it (the only acceptable time to
> implement such a thing would be in call centre environments that utilize auto
> answer).
> 
> Cheers,
> 
> Tanner Ezell 
> 
> On Fri, Dec 18, 2009 at 7:07 AM, Matthew Linsemier
> <mlinsemier at apassurance.com> wrote:
>> I do this but it still doesn¹t show up until the agent answers the call...
>> Maybe I am handling it wrong so I will look into this again.
>> 
>> However, what I would like to do also is preserve the original caller on the
>> phones as well.  Right now if I call our helpdesk, the agent is presented
>> with a call from the CTI route point (53xx) number not the original caller.
>>  Again, Im not sure if this is possible but I would like to have something
>> like this:
>> 
>>  Matt (2000) calls helpdesk trigger (6767) --> CTI Pool (number 5300-5324)
>> --> Agent Phone (Displays ³Matt, 2000² before they pick it up)
>> 
>> Right now all the agent sees is a CTI Pool number (5300-5324).
>> 
>> Matt
>> 
>> 
>> 
>> On 12/18/09 9:55 AM, "Mike Olivere" <mikeeo at msn.com <http://mikeeo@msn.com> >
>> wrote:
>> 
>>> I would use Get Call Contact info step and throw ³calling number² into a
>>> variable and then display it on the CAD using enterprise data.
>>>  
>>> UCCX as far as I know can¹t display name yet.
>>>  
>>> Thanks,
>>> Mike
>>>  
>>> 
>>> From: cisco-voip-bounces at puck.nether.net
>>> <http://cisco-voip-bounces@puck.nether.net>
>>> [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Matthew Linsemier
>>> Sent: Friday, December 18, 2009 8:53 AM
>>> To: cisco-voip at puck.nether.net <http://cisco-voip@puck.nether.net>
>>> Subject: [cisco-voip] UCCX - Presenting Caller ID / Name rather than CTI
>>> Route Point Number
>>>  
>>> Hi,
>>> 
>>> I am wondering if anyone knows if it is possible within a UCCX script to
>>> present an agent with the originating Caller ID of the Caller rather than
>>> the CTI route point ³before² they answer the call (as it is ringing).  For
>>> some reason I have had issues getting this to work.  We are current on UCCX
>>> 7.0(2).  If anyone can point me where to look, if it is possible, I would
>>> appreciate it!
>>> 
>>> Thanks!
>>> 
>>> Matt 
>>> 
>>> 
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>> 
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> 
> 


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