Caller number should be shown to the agent IP phone set while ringing

[renji joy]

Hi All.

Now the customer is calling only calling number showing in agent desktop.  right now showing only cti port NO: After connected call it will come agent phone called id of the customer.

any option is there

Caller number should be shown to the agent IP phone set while ringing ?

Regards

[Clifford McGlamry]

Your system is working correctly.  The transfer to the agent is a supervised transfer.  Since the calling number is the CTI port, that's what appears as the alerting number.  On answer, the caller is connected and they get the caller ID of the caller.

This is a sore point from time to time, but there is no way to adjust this so that the caller id info of the caller shows while the phone is ringing.  However, you CAN see the caller number on the CAD desktop while the phone is ringing.

Cliff

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[renji joy]

Hi,

But right  now customer using Alcatel system, its showing there

[Clifford McGlamry]

But this isn't Alcatel.  It's Cisco.

Different systems operate differently.  Sometimes the differences are major, sometimes minor, and some times not even noticiable. 

Cisco call center servers operate in this manner.  It's also an issue with transfers from the ARC attendant consoles.  The issue has been raised, but for now, there is no "fix".

You could submit an enhancement request to Cisco via either TAC or via your Cisco account team if it's important to you.

Cliff

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[Isidro Fernandez]

does anybody know if this issue has been addressed yet?

Thanks

Isidro

[brian1mcc]

Setting up the telecaster application user and associating this with your phone should allow you to get the calling number to appear on the IPPA screen.

See the CAD installation guide .. page 57

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/installation/guide/cad80ccxig-cm.pdf

[Chakshu Piplani]

For IPPA agents u will need to set telecaster user as stated in the above post.


Sent from Cisco Technical Support Android App

[Isidro Fernandez]

My query is about regular ip-phones without IPPA service on it.

Best Regards

Isidro