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

[Tanner Ezell]

That's not what he wants.

On Fri, Dec 18, 2009 at 1:00 PM, Countryman, Edward <
Edward.Countryman at provena.org> wrote:

>  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<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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-- 
Regards,
Tanner Ezell
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