Displaying callers name for Finesse agent using uccx script.

[Glenn Jordan]

I am using UCCX 11.0

I am trying to pull a callers name from CUCM database and insert it in a call variable to present to the Agent. 95% of my calls are internal so the CUCM database is the best place to get it.

I thought I could use the calling number and somehow pit it in a sql query in a DB Read? Anybody know how I can do that or if it can be done? I have connection to the CUCM database so I can do query then do a  DB Get will put the callers name in a variable. 

[Jonathan Schulenberg]

CUCM does not accept ODBC connections so you won't be able to use the database steps in CCX. You might be able to use the UDS API with the Make REST Call step: https://developer.cisco.com/site/user-data-services/

[Glenn Jordan]

Thanks, I'll take a look at it.

[Mike_Brezicky]

If the calls are from CUCM, try this. It pulls the CNAME via jtapi.

Create contact type variable "contact"
Create string type variable "CallingPartyDisplay"

contact = Get Trigger Info (Contact)

set CallingPartyDisplay = { java.lang.reflect.Field ciscoCallField = contact.getClass().getDeclaredField("ciscoCall"); ciscoCallField.setAccessible(true); com.cisco.jtapi.extensions.CiscoCall ciscoCall = (com.cisco.jtapi.extensions.CiscoCall)ciscoCallField.get(contact); return ciscoCall.getCurrentCallingPartyDisplayName(); }

Then set CallingPartyDisplay as an call variable to display in Finesse.

[IP_Cartel]

Hi Mike, 

The script validates, but I dont see anything pass to the phone.  Under the finesse admin > call variables layout > CallinPartyDisplay : usercontact editable.  I think this is where it may be incorrect.  Can you tell me how to correctly pass it to the layout in the finesse admin?

[Marek (gaman-gt.com)]

Hi Glenn,

Here is another option that you can use:

• AXL - perform a query using the executeSQLQuery. AXL is a SOAP-based Webservice, that allows you to access CUCM DB. In this case, you will need to develop a query that will join some tables that bind the user with the extension (https://developer.cisco.com/docs/axl/#!what-is-axl/what-is-administrative-xml). Keep in mind that there are some limitations - the number of queries made within a minute.