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<title>Re: [cisco-voip] UCCX - Presenting Caller ID / Name rather than CTI
Route Point Number</title>
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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Shouldn’t you be able to capture this in the script and show it
on the agent desktop?? <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
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<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>
cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] <b>On
Behalf Of </b>Matthew Linsemier<br>
<b>Sent:</b> Friday, December 18, 2009 12:36 PM<br>
<b>To:</b> Tanner Ezell<br>
<b>Cc:</b> cisco-voip@puck.nether.net<br>
<b>Subject:</b> Re: [cisco-voip] UCCX - Presenting Caller ID / Name rather than
CTI Route Point Number<o:p></o:p></span></p>
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<p class=MsoNormal style='margin-bottom:12.0pt'><span style='font-size:11.0pt;
font-family:"Calibri","sans-serif"'>This is what I figured. I was
wondering if there was any way to preserve the calling number in CallManager
through the trigger lines and CTI pool. I wasn’t sure if numbers were
considered forwarded or not, and if you played around with any of the
forwarding settings, if you could get it to work. From the sounds of it,
no.<br>
<br>
<br>
On 12/18/09 11:51 AM, "Tanner Ezell" <<a
href="tanner.ezell@gmail.com">tanner.ezell@gmail.com</a>> wrote:</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>This
is not possible due to the way UCCX handles calls, in short:<br>
<br>
Caller dials Trigger (CTI Route Point), UCCX is made aware of the call, finds an
unused CTI Port and the caller is connected to that CTI Port. <br>
<br>
Now, until the caller is transferred to an agent, all handling of the Caller
(get digits, play media, etc) is done via this CTI Port. Remember that CTI
Ports act as software phones (akin to CIPC); For all intents and purposes, the
Caller is talking to Softphone with extension 53xx.<br>
<br>
When an agent becomes available, the CTI Port rings to the agent. At this point
is where you see your CTI Ports (53xx) ringing the Agent phone, the reason
being is that the call is still being controlled by UCCX via the CTI Port.
Until the caller is released from the CTI Port and transferred to the Agent
(agent picks up), UCCX will keep control of the call.<br>
<br>
Now in theory, you <b>might</b> be able to accomplish what you're seeking
by doing something like using the connect step to get the AgentID UCCX has
found for you and doing a cold transfer to that person terminating the
connection to the CTI Port. Again, I've never actually tried this so I can't
say for certain it will work; Additionally it comes at a risk to your caller,
should the agent not answer (RONA) the call will be dropped out of queue and
terminated (since you terminated the CTI Port connecting the caller to UCCX)<br>
<br>
Even if that is possible, I don't recommend it (the only acceptable time to
implement such a thing would be in call centre environments that utilize auto
answer).<br>
<br>
Cheers,<br>
<br>
Tanner Ezell <br>
<br>
On Fri, Dec 18, 2009 at 7:07 AM, Matthew Linsemier <<a
href="mlinsemier@apassurance.com">mlinsemier@apassurance.com</a>> wrote:</span><o:p></o:p></p>
<p class=MsoNormal style='margin-bottom:12.0pt'><span style='font-size:11.0pt;
font-family:"Calibri","sans-serif"'>I do this but it still doesn’t show up
until the agent answers the call... Maybe I am handling it wrong so I will look
into this again.<br>
<br>
However, what I would like to do also is preserve the original caller on the
phones as well. Right now if I call our helpdesk, the agent is presented
with a call from the CTI route point (53xx) number not the original caller.
Again, Im not sure if this is possible but I would like to have something
like this:<br>
<br>
Matt (2000) calls helpdesk trigger (6767) --> CTI Pool (number
5300-5324) --> Agent Phone (Displays “Matt, 2000” before they pick it up) <br>
<br>
Right now all the agent sees is a CTI Pool number (5300-5324).<br>
<br>
Matt<br>
<br>
<br>
<br>
On 12/18/09 9:55 AM, "Mike Olivere" <<a href="mikeeo@msn.com">mikeeo@msn.com</a>
<<a href="http://mikeeo@msn.com">http://mikeeo@msn.com</a>> > wrote:</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>I would use Get Call Contact info step and throw “calling
number” into a variable and then display it on the CAD using enterprise data.<br>
<br>
UCCX as far as I know can’t display name yet.<br>
<br>
Thanks,<br>
Mike<br>
<br>
</span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><br>
</span><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> <a
href="cisco-voip-bounces@puck.nether.net">cisco-voip-bounces@puck.nether.net</a>
<<a href="http://cisco-voip-bounces@puck.nether.net">http://cisco-voip-bounces@puck.nether.net</a>>
[<a href="mailto:cisco-voip-bounces@puck.nether.net">mailto:cisco-voip-bounces@puck.nether.net</a>]
<b>On Behalf Of </b>Matthew Linsemier<br>
<b>Sent:</b> Friday, December 18, 2009 8:53 AM<br>
<b>To:</b> <a href="cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a>
<<a href="http://cisco-voip@puck.nether.net">http://cisco-voip@puck.nether.net</a>>
<br>
<b>Subject:</b> [cisco-voip] UCCX - Presenting Caller ID / Name rather than CTI
Route Point Number<br>
</span><br>
<span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Hi,<br>
<br>
I am wondering if anyone knows if it is possible within a UCCX script to
present an agent with the originating Caller ID of the Caller rather than the
CTI route point “before” they answer the call (as it is ringing). For
some reason I have had issues getting this to work. We are current on
UCCX 7.0(2). If anyone can point me where to look, if it is possible, I
would appreciate it!<br>
<br>
Thanks!<br>
<br>
Matt</span> <span style='font-size:10.0pt;font-family:"Arial","sans-serif";
color:gray'><o:p></o:p></span></p>
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