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

Fri Dec 18 16:00:39 EST 2009

Shouldn't you be able to capture this in the script and show it on the
agent desktop??  

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Matthew
Linsemier
Sent: Friday, December 18, 2009 12:36 PM
To: Tanner Ezell
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] UCCX - Presenting Caller ID / Name rather than
CTI Route Point Number

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 wasn't 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 doesn't 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 "Matt, 2000" 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 "calling number" into a
variable and then display it on the CAD using enterprise data.

UCCX as far as I know can't 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 "before" 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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