CCX Caller ID Issue

[ositechintl]

Hi,

We installed Cisco Call Center Express, also we purchased licenses already.

Then we integrated with Cisco Call Manager, both incoming and outgoing call flow is fine.

I am using the Call Queue option as "Longest available".

The calls are handled as per logic and no issues with call handling and its queue function.

But the problem is the agent is not able to see that who is calling (Caller ID) when its ringing, instead they are only able to see the CTI Port Numbers.

Please assist us how to resolve the issue.

Thanks,
Ramesh

[Aaron Harrison · Accepted solution]

Hi 

This is normal behaviour for UCCX - it has always worked like this. You can see the original caller's CLI in the Agent application, but not on the phone.

There is a feature in 10.x+ UCCX to display the calling CLI, info on how to operate this is shown here: 

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/maintain_and_operate/guide/UCCX_BK_U6CBFEB9_00_unified-ccx-operations-guide/UCCX_BK_U6CBFEB9_00_unified-ccx-operations-guide_appendix_011.html#UCCX_TP_U429A0E8_00

For a description of the feature, see here in the 'Caller ID Support' section; note that it can make using the buttons on the phone a bit clunkier as it basically pops info onto the screen.

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/release/guide/UCCX_BK_RA1A036D_00_release-notes_release10.pdf

Regards

Aaron