Display CTI Route Point name on Agent Phone UCCX 7.0

[lmrscheff]

I have managed to get the CTI Route Point number to display on the agent phone.  Now I need to get the name of the CTI Route Point to display.  I have changed CM where I checked the option "True" for Display CTI Route Point number and name.  It still does not give the alerting name on the agents phone.  Currently, the customer dials a DID number and it is translated to the CTI Route Point.  Do I need to make a change on that DID number being translated to the Route Point?  Or do I need to make a change in my script?

In my script I have an action to look for the CTI Route Point number then queue this call at a higher priority than the other Cust. Service calls.

Any help would be greatly appreciated.

[Robert W. Rogier]

lmrschef,

     There's not a real easy way to get the CTI Route Point name on the Agent Phone unless you only have one queue that is using one call control group.  I would have a couple questions based on what you've said so far.  Do you want the CTI RP number to actually display on the agent phone or do you want it to display in the Agent Desktop application?  To display it on the phone is significantly harder than on the Agent Desktop.  The issue is that the alerting name is actually coming from the CTI Port.  When the call is queued it's placed on a CTI Port during the time that prompts, etc are being played or until an agent is available.

     The script can read what CTI Route Point the call came in on as a call variable.  You can still place priority on the call based on the DNIS.  If your agent needs to know if it's a priority call based on the CTI Route Point you can place this in an Enterprise Variable and place that on the Agent Desktop.  If you really need to display the alerting name, whatever that may be on the phone and not just place it on the Agent Desktop then the option that immediately comes to mind is to create a Call Control Group and assign the Trigger to that Call Control Group.  When you create the Call Control group click the "More" button at the bottom of the Call Control Group setup screeen.  Scroll to the bottom of that screen and then you can set the Alerting Name for the entire Call Control Group.  That will then show the name on the phone itself.  I hope that helps.  Let me know if you have any other questions.

Regards,

Robert W. Rogier

UCCE TAC