Hi, we are currently using Finesse and Jabber for calls to our organisation's IT Service Centre. When an agent receives a call, they'll see a message saying that they have an incoming call from the Service Centre, but neither the Finesse browser window nor the Jabber caller details will show the name or number of the actual caller. Is there functionality to see this? Preferably a way that doesn't involve purchasing third-party software. External numbers would be nice, but it's really the internal callers coming in via Jabber / CUCM that would be the most useful.
I know that if I look in CDR reports that it can see the callingPartyNumber_uri and deviceName, either of which would be sufficient to identify an internal caller in most cases, but there's a lag between the call being completed and it showing up in a report.
Searching here and elsewhere, I've found references to getting the UCCX admin run the command "utils uccx icd clid enable". Would this give us what we're looking for? If it even just showed the agent the line number, that'd help them logging tickets to the right users. Some of the chat regarding this seemed more for hard phones, and included additional java scripting, but I might have a hard time getting the admin's assistance if it required anything complicated of that nature.
CUCM System version: 12.5.1.16900-48
UCCX System version: 12.0.1.10000-24
Jabber Version 14.0.2.56216
