Caller ID / ANI for UCCX - Salesforce

[Prasanth Abraham]

Hi

We integrated Cisco solution with salesforce. Right now we are able to get caller ID/ ANI over the CAD application, but we cannot able to get the caller ID in salesforce softphone. It showing the CTI route point as the caller ID (The same CTI RP showing over the IP Phone). Could any one help me what changes to be done, so I will get the ANI on the salesforce softphone/ IP Phone.

Regards

Prasanth Thomas Abraham

[anchoudh]

Hi Prasanth,

Please find the below link whihc talks from the UCCE perspective but holds good with UCCX also.

http://www.cisco.com/en/US/partner/prod/collateral/voicesw/custcosw/ps5693/ps427/prod_white_paper0900aecd80648708_ps1844_Products_White_Paper.html

Check for the section "Cisco Agent Desktop Voice Contact Workflow for Call with ANI or Account Number",

Integration Method

1. Telephony Interface - Capturing and Processing Enterprise Data

This  section provides a high-level description of the call processing  between the IVR application, custom Java method, and Salesforce.com for  capturing caller-specific information and using expanded call context  (ECC) variables to pass this data to Cisco Agent Desktop.

Hope it helps.

Anand