ECE Display Transfer names

[Ahmed Adeyemi]

Has anyone been successful on changing display names for Users and Queues when transferring ECE Emails.

For example, the agents use Agent ID of 5432 but the Agent Name is John Doe. But when transferring email with user option if i select users i see 5432. Is there a way that i can make it display John Doe instead?

I have created some custom attributes to display the names but the names are not showing.

[Omar Deen · Accepted solution]

Unfortunately not. If you're on PCCE, it'll use the username field to display. If this is UCCE, I believe it uses the Agent ID. Regardless, there's nothing you can do from ECE since all it's doing is displaying what CCE is feeding it. You'll have to update the username/agent ID in ICM.

[Ahmed Adeyemi]

Thanks Omar, I know i was able to do it on EIM 9 with UCCE but not sure why ECE is not doing the same.