<br><font size=2 face="Arial">Thank you, this helps. We will provide an
alerting name on the CTI Port and this should be fixed. We already
have 3 CTI ports, need to add alerting name.</font>
<br>
<br><font size=2 face="Arial">Thank you,<br>
Shalabh Sharma, <br>
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<br>
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<td width=40%><font size=1 face="sans-serif"><b>Chris Ward <chrward@cisco.com></b>
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<p><font size=1 face="sans-serif">03/25/2009 03:14 PM</font>
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<div align=right><font size=1 face="sans-serif">To</font></div>
<td><font size=1 face="sans-serif">Shalabh D Sharma/GIS/CSC@CSC, <cisco-voip@puck.nether.net></font>
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<div align=right><font size=1 face="sans-serif">cc</font></div>
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<div align=right><font size=1 face="sans-serif">Subject</font></div>
<td><font size=1 face="sans-serif">Re: [cisco-voip] Query on IPCC - Display
on phones</font></table>
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<br><font size=2 face="Calibri">Hi Shalabh,<br>
<br>
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>
<br>
But again, this is only possible if you have different CTI RPs (and CTI
Port groups) for each of those three groups.<br>
<br>
Chris Ward <br>
</font>
<hr><font size=2 face="Calibri"><b>From: </b>Shalabh D Sharma <</font><a href=ssharma53@csc.com><font size=2 color=blue face="Calibri"><u>ssharma53@csc.com</u></font></a><font size=2 face="Calibri">><b><br>
Date: </b>Wed, 25 Mar 2009 15:36:49 +0100<b><br>
To: </b><</font><a href="cisco-voip@puck.nether.net"><font size=2 color=blue face="Calibri"><u>cisco-voip@puck.nether.net</u></font></a><font size=2 face="Calibri">><b><br>
Subject: </b>[cisco-voip] Query on IPCC - Display on phones<br>
<br>
<br>
Friends <br>
<br>
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>
<br>
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>
<br>
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>
<br>
Please let me know how this can be achieved. <br>
<br>
IPCC Express - Cisco Application Administration - 5.0(2)_Build064 Package:
Unified CCX Premium <br>
Cisco Call Manager Version - 6 <br>
<br>
<br>
<br>
<br>
<br>
Thank you,<br>
Shalabh Sharma<br>
</font>
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