04-19-2011 09:08 AM - edited 03-14-2019 07:47 AM
So, this may be a dumb question, but I was curious if anyone could help me out with an issue regarding Caller ID on UCCX Agents... When a call comes in over a PRI and terminates to the trigger eventually ringing an agent phone, initially, on the display of that Agent phone it show's the CTI port #, which is fine, after the agent answers the phone though the phone display reads "unknown number"... The PRI is set to allow the ANI in, and if I call from my cell phone directly to said agent phone, caller id works fine... it is only when I call from the PSTN to a trigger that i don't get any caller id on the phone. I am less concerned about the Caller ID in the CAD software as it seems like I have read that that is more of a function of programming in the script. My may objective is to allow for the actual phone to display the ANI after the agent answers the phone... any ideas?
04-20-2011 11:07 AM
If the caller ID isn't visible in CAD, I'm curious if the caller ID is reaching UCCX (before the transfer to the agent). The ANI and DNIS should be displayed in CAD by default, even without additional scripting. It sounds like there is some difference between the way the GW/CUCM sends the call to the Route Point/CTI Port vs. the way it sends the call to an agent phone. It might be a good idea to focus on the differences between the agent phone (where the caller ID shows up) and the UCCX trigger/ports. Are they in the same device pool, registered to the same CUCM, etc..? Do the calls from your cell phone to the agent phone and to UCCX come in through the same GW every time?
04-22-2011 04:07 PM
Thanks alot bshank for taking the time to help me out. I appreciate it!
Good points. So, to be clear, if you could confirm, the call path is like this: call enters through a PRI registered with CUCM, uses the Calling Search Space assigned to said PRI to designate potential DN's that are eligible to match, DNIS digits match a Trigger and then, via the CTI Ports, the call proceeds across to UCCX where the caller hears a script... then the caller selects a script and the call is then forwarded out of UCCX and back, across the CTI Ports to the Agents phone? Do I have that correct?
So your thoughts are that some Device Pool or registered CUCM server difference are potentially causing the issue? Great advice, I will take a look them and verify potential differences. Any other ideas besides that?
Thanks!
02-21-2013 01:03 PM
Did you find a solution to this? I am having the same issue.
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