Caller ID name and PSTN Number Presentation in Finesse Desktop

[janderson2556]

Okay gang. I'm having problems getting the Name or Calling Party information to get into Finesse Desktop. Any Suggestions on how to get this done?

[dekwan]

Hi,

Finesse only has the number of the calling party and does not have the name. You will most likely have to provide this information in the callvariables or ECC variables which would be populated in the IVR script.

Thanx,

Denise

[DantePaige1225]

Denise,

How would we capture that in ECC variables to catch the caller ID name? I can't seem to find anything regarding this. I get Get Call Info and Get Enterprise Info but not sure how to capture the variable.

Dante

[dekwan]

Hi,

I am not an expert in scripting, so I do not know the exact steps to get the caller id name. The only thing I know is that in the script, there is a way to set the ECC values. Then from Finesse, it can retrieve the ECC values to display it.

Thanx,

Denise

[DantePaige1225]

Thanks. Can't seem to find a way to pull that information from what is sent
from the cucm to UCCX.

[dekwan]

Hi,

I see a similar discussion about getting the caller id name here: https://community.cisco.com/t5/contact-center/uccx-script-cucm-xml-directory-lookup-for-calling-name/td-p/1587067

I am not sure if that helps, but I thought I'd at least pass it over to you.

Thanx,

Denise