[cisco-voip] Received Call Logs for CCX Agents showing CTI Port

[Tanner Ezell]

Anthony, you are correct. The CLID is an IPPA push to the agent handset
(which I might add could easily include an 'Answer' soft key..).

Regarding modifying the calling number. As Anthony mentions, this is
certainly possible as CER and other JTAPI based applications perform this
function. In fact, the UCCX does it as well as part of the Call Redirect
Step, though it modifies the original called number instead of the calling
number.

So the question, why does CER do this but UCCX doesn't?

With CER, the call is answered by CER and routed through a CTI Route Point
the PSAP.

With UCCX, the CTI Port initiates a controlled transfer (or consult
transfer) to the agent extension by the CTI Port. This is necessary to
ensure you don't deliver a call to an agent that doesn't answer within the
timer window.

The answer is in the difference, a CTI Route Point is required to modify
route information through the Cisco JTAPI RouteSession enhancement of the
selectRoute method. The selectRoute method from at least version 8 of CUCM
and possibly earlier has had the ability to modify the calling number, this
is certainly nothing new.

This explains how, but not why. The why is simple in my opinion, this would
require a dramatic change to the configuration and architecting (both JTAPI
wise and deployment wise) of the solution, as well as put additional load
on the CTI Manager service.

All that being said, I don't believe there is a reason this feature
couldn't make it in to the UCCX product from a technical perspective but I
wouldn't expect to see this feature implemented soon.

On Wed, Sep 24, 2014 at 12:02 PM, Anthony Holloway <
avholloway+cisco-voip at gmail.com> wrote:

> Thanks for the reference there Daniel, I had not seen that, though I had
> skimmed the 10.0 Release Notes when they came out.
>
> From the Release Notes:
>
> When the CLID screen pops up on the phone screen, the Answer key is hidden
>> below the CLID screen. You see two soft keys: Update and Exit. Press Exit
>> to see the Answer key.
>
>
> This sounds like the IPPA cData push via /CGI/Execute, and if my
> experiences with end users tells me anything, it's that you don't take over
> their phone display, because they become lost in a hurry.
>
> If CER can manipulate the Calling Number, why can't UCCX?  They're both
> CTI based applications.  Where's Tanner?  Tanner?
>
> On Wed, Sep 24, 2014 at 10:14 AM, Daniel Pagan <dpagan at fidelus.com> wrote:
>
>>  You might be referring to the CLI statement “utils uccx icd clid
>> enable”. It requires a restart of the UCCX Engine.
>>
>>
>>
>>
>> http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/release/guide/UCCX_BK_RA1A036D_00_release-notes_release10.pdf
>>
>>
>>
>> - Dan
>>
>>
>>
>> *From:* cisco-voip [mailto:cisco-voip-bounces at puck.nether.net] *On
>> Behalf Of *Matthew Loraditch
>> *Sent:* Wednesday, September 24, 2014 11:03 AM
>> *To:* cisco-voip at puck.nether.net
>> *Subject:* [cisco-voip] Received Call Logs for CCX Agents showing CTI
>> Port
>>
>>
>>
>> Instead of the actual CID info that shows up once the call is answered?
>>
>>
>>
>> I feel like I’ve encountered this before but can’t remember where or what
>> the heck setting to change.
>>
>>
>>
>>
>>
>> Matthew G. Loraditch – CCNP-Voice, CCNA-R&S, CCDA
>>
>> 1965 Greenspring Drive
>> Timonium, MD 21093
>>
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