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<p class=MsoNormal>Hi All,<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>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. <o:p></o:p></p>
<p class=MsoNormal>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.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>The calling scenario runs as follows:<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span
style='mso-list:Ignore'>1.<span style='font:7.0pt "Times New Roman"'>
</span></span><![endif]>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). <o:p></o:p></p>
<p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span
style='mso-list:Ignore'>2.<span style='font:7.0pt "Times New Roman"'>
</span></span><![endif]>Based on the option selected the call is to be routed
to an operator extension for the department handling the call (as expected).
<o:p></o:p></p>
<p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span
style='mso-list:Ignore'>3.<span style='font:7.0pt "Times New Roman"'>
</span></span><![endif]>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.). <o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>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.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>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. <o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>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.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Any advice/suggestions would be greatly appreciated.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Nate<o:p></o:p></p>
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