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Beginner

CallerID in IPCC Express agent

Hi,

Before the agent take the call, he sees as caller ID a CTI port number.

When the agent takes the call, the phone shows the original external number.

My problem is: the agent wants to see the originator caller ID instead a the CTI port number before he takes the call.

Does anyone can help me?

Tks

5 REPLIES 5
Highlighted
Beginner

Re: CallerID in IPCC Express agent

Hi,

I have the same issue, My situation is CCM 4.2(3) and ipcc 4.0(5a)..

I Tried to found a solution arround CSS and Partitions but if you anyone have a best idea....

Thanks

Highlighted
Contributor

Re: CallerID in IPCC Express agent

The originator caller-ID is displayed in the enterprise data popup, the phone nly displays the CTI port DNs.

I recommend agents to only look at the enterprise screen for info.

HTH,

Leo

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Beginner

Re: CallerID in IPCC Express agent

Leo,

I'm using IP Phone Agent.

Is enterprise data popup part of Cisco Agent Desktop?

tks

Highlighted
Contributor

Re: CallerID in IPCC Express agent

Yep,

Agent Desktop consist of several windows: the Agent Desktop, the Chat window and the Enterprise Data Window

HTH,

Leo

Highlighted

Re: CallerID in IPCC Express agent

No, you can't have any popup when using IP Phone Agent.

Thanks,

CI

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