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<TITLE>Re: [cisco-voip] Query on IPCC - Display on phones</TITLE>
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<FONT FACE="Calibri, Verdana, Helvetica, Arial"><SPAN STYLE='font-size:11pt'>Hi Shalabh,<BR>
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How many CTI RPs are you using for this solution? One for each of your three groups? My thought is that you could set up different sets of CTI Ports for each purpose and provide an alerting name on the CTI Port. Then, in your script, if you setup a consult transfer from the CTI port to the agent, you should be seeing the CTI Port Alerting name rather than just the DN.<BR>
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But again, this is only possible if you have different CTI RPs (and CTI Port groups) for each of those three groups.<BR>
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Chris Ward <BR>
<HR ALIGN=CENTER SIZE="3" WIDTH="95%"><B>From: </B>Shalabh D Sharma <<a href="ssharma53@csc.com">ssharma53@csc.com</a>><BR>
<B>Date: </B>Wed, 25 Mar 2009 15:36:49 +0100<BR>
<B>To: </B><<a href="cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a>><BR>
<B>Subject: </B>[cisco-voip] Query on IPCC - Display on phones<BR>
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Friends <BR>
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We have 3 resource groups defined in IPCC Express server. Resource Group names are: <BR>
1. Pension Fund <BR>
2. Gold Service <BR>
3. Second Line. <BR>
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There are 10 agents (Resources) who belong to one of these Resource Groups. Depending on their skills, each agent gets different calls (around Pension Fund, Gold Service and Second Line). <BR>
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What is required - Can we change the display on the phones when calls are received? Instead of showing the group numbers (like 2000, 3000, 4000), we would like it to show the group names - Pension Fund, Gold Service and 2nd Line. This makes it easier to identify the origin of the call for those agents taking calls from multiple groups." <BR>
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Please let me know how this can be achieved. <BR>
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IPCC Express - Cisco Application Administration - 5.0(2)_Build064 Package: Unified CCX Premium <BR>
Cisco Call Manager Version - 6 <BR>
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Thank you,<BR>
Shalabh Sharma<BR>
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