Capturing caller name in script

[iptuser55]

We use Pcce for various  scripts including an internal service desk.

We capture the CLI onto finesse but also need to capture the caller name which is when I view the cvp logs etc. We can not do a DB look up at the moment as we don't have call studio, is there a call varible that captures this info same as calling line id

Thanks 

[Slavik Bialik]

But where do you get the caller name from? From some external database?

If so, you can use DB Lookup node in ICM (Not in CVP Call Studio), and you can just find the caller name by some key (like calling line ID, or if he's pressing his ID in the IVR you can search by it).

Here's a configuration guide that will help you to configure the DB lookup in ICM (also registry keys have to be modified on your Router component):

https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-enterprise/116215-configure-dblookup-00.html

Or if you currently have a way through some CVP application to make an HTTP request and get a data from it, you can build some web service on your CRM (or whatever it is) side that will return you the customer data and you can just return it to ICM and save in some variable. 

[iptuser55]

I'm aware of dbwalker but we are using Pcce which support it nor have we deployed call studio at the moment. As it is internal cucm user dialling our service desk, I can the callers name in the logfiles in cvp, router in pcce so seeing if there is a call variable I can use in the way a callinglineId in an icm script?

[Slavik Bialik]

Oh! So I might have an idea. So you're actually saying those are internal calls from CUCM, so it might show you the caller name in the FROM header in the SIP message.

You can easily grab any SIP header you want from a SIP message and then use its value in the ICM script.

Just go to CVP OPS Console, go to: Device Management -> Unified CVP Call Server -> choose your CVP.

Then go to "SIP" and open the "Advanced configuration", you'll see in the bottom of the page a section named "SIP Header Passing (to ICM)", so just write FROM in the Header Name field and just press "Add", and of course "Save & Deploy".

From this point, the FROM header will be sent to the ICM and will be stored in an ICM variable called:

Call.SIPHeader

All you have to do now is to parse this value using ICM string functions to extract the caller name, as if you don't the value of this variable will be:

From: "Someone Very Cool" <sip:16462128000@10.20.30.40>;tag=1862573~9e3c7f17-9b52-44f3-aa4f-c1f9f55e81da-30383143

Might be very tricky to parse it, but it can be done. And do not forget also to take under consideration situations when you don't have a caller name, otherwise it might break your parsing.

Hope it helped. ;)

[iptuser55]

Thanks for that sip header tip

We route external calls via cubes from Pstn but internally via cti rp so we sip route groups in cvp do would can you "turn on" the sip from option only for certain sip route groups ie only from CUCM?

[Slavik Bialik]

Do you want that only when the call arrives from CUCM you'll parse the caller name?
If so, you can use the "Dialed Number" node. It's like an IF node but advanced for dialed number based on their routing clients.
I'm guessing that today you have those dialed numbers configured 3 times in ICM, one for CVP-A routing client, one for CVP-B routing client and last one for CUCM routing client.
So in the script itself, just put this "Dialed Number" node in that very place you want to make the caller name extraction, and in this Dialed Number node just put all your ICM DNs that are ONLY from CUCM routing client (of course choose only the DNs that are intended to go to this ICM script), so when one of those DNs are matched by it, when it is a success make the caller name extraction like I showed you, and when it is not matched do not make the extraction as it was probably came into this script from CVP routing client.
So it'll work ONLY if you're working with CTI route points in CUCM for those DNs. Otherwise the ICM will detect the incoming calls as arrived from CVPs routing clients.

[david.macias]

So, no you don't have access to this once it get's to CCE, but maybe you can use a custom TCL script to move the data to something CCE does have access to. I had never really thought about it, but if you have some TCL chops you might be able to figure it out.

david