[cisco-voip] Question regarding Calling Party Name manipulation in CUCM 7.13

[Ryan Ratliff]

As you've noted CUCM cannot change the calling party name.  What you  
are trying to do with the dummy DN forwarding the number is the way to  
go, except that on the lines receiving the calls you need to set them  
to display the redirected number (and hope this gets you the name) at  
the bottom of the line config (Forwarded Call Information Display).

The other way you can do this is to use an app (CUAE, IPCCx, etc) to  
take the calls and set the name to whatever you want when it sends it  
to the destination.

-Ryan

On Oct 14, 2009, at 10:38 AM, Nate Aliberto wrote:

Hi All,

I have a rather interesting request supplied to me by a customer in  
the midst of a CUCM/Unity Connection 7.13 deployment, requiring that  
CUCM manipulate the calling party name of inbound calls being  
forwarded  from a call handler defined in Unity connection.
Let me preface this by saying that I have advised against modifying  
either the incoming calling party number of the calling party name as  
the original calling party data would be lost and the ability to make  
call-backs etc is severely impaired, however for the sake of argument  
and to know if it is even possible……. I present this challenge.

The calling scenario runs as follows:

1.       Call is received from the PSTN and routed to an Auto  
Attendant call handler in Unity Connection, where the caller is  
presented with options based on the purpose of their call (Sales,  
Service, Parts).
2.       Based on the option selected the call is to be routed to an  
operator extension for the department handling the call (as expected).
3.       While a single operator may be responsible for taking calls  
on behalf of multiple departments they are still required to answer  
the phone with an appropriate response (XYZ company Sales, XYZ company  
Parts etc.).

Definitely a typical scenario for which under normal circumstances I  
would create one Directory number to serve as the attendant for each  
department defined above.  Separate line appearances for these DNs  
could then be assigned to the phones of those individuals providing  
coverage for each department.  When a call came into the Connection  
Call handler it would be routed to the appropriate directory number  
and the operator would then know the purpose of the call based on the  
line upon which it is received.

My client however would like to avoid the deployment of multiple line  
appearances assigned to a phone and provide an indication of the call  
purpose using the “calling name” presentation of the incoming call.   
For Example:  If a  call came into the operator from the Connection  
Call Handler destined for Sales the call would appear on the phone  
display as being from “Sales” (or another friendly name).  I’ve  
attempted to achieve this in a test scenario using a calling party  
transformation pattern to translate the calling party number to an  
internally defined DN, for which the Internal Caller ID is defined as  
“Sales”.  While the call is routed and calling party number is  
translated as expected the calling party name does not change.

Ideally this would be simpler if I could somehow display the  
forwarding station Number and Name to the operator rather than the  
original calling party information but I’m not sure how to achieve  
that either.

Any advice/suggestions would be greatly appreciated.

Nate
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