Issue with capturing Calling number in Script

[S N]

Experts,

Have a doubt with passing CLI.

We are using UCCE , CUCM for 8.5 version.

I have a Phone number mask in my Cisco IP phone and in the script I have set variable call.callinglineid.

When I do a test call to my internal CTI RP ( which is pointed to a script ), In the Peripheral variable I am getting my Extension number instead of actual Phone number mask number.

Is there a way to make the Actual External phone number mask to be capture as Calling Number.

Thanks

Sathya

[Chintan Gajjar]

Give a try using calling party transformation configuration on CTI RP.

[S N]

Thanks Chintan,

But still I am getting my extension number as ANI.

Actual Scenario:

Customer call -- > ITSP --> Call comes to IVR --> Customer chooses the option --> CLI is captured --> based on CLI call is routed to the Skill group --> Agent transfer the call to Internal Route point --> Again CLI check has to happen to route the call to respective team. 

But while the agent transfer to Internal RP , the CLI is displayed as IP Phone extension not the original customer CLI.

Is there a way to pass the same CLI while agent transfers the call to internal Tranfer point.

Thanks

Sathya

[Chintan Gajjar]

What type of transfer they are using? single step (aka blind transfer, aka direct transfer)? or consultative transfer?

I think its system design, when agent transfers or initiates the conf call to other CTI RP, the calling line id would be shown as agents extension since agent actually called into the system and later conferenced the customer. but this not the case with if agent uses direct or blind transfer, in this case the customer ANI would be preserved.

[S N]

HI,

Agent press the CTI number in Cisco phone to transfer ( Blind transfer ).

Is it necessary to save the CLI in a Peripheral Variable before transferring to CTI RP ?

Thanks

Sathya

[Aaron Harrison]

Hi

You can 'get' the calling number on the first call

Then in that first script get the session related to the call and save the caller ID in a scalar var using 'set enterprise call info'

In the second script, retrieve the variable using 'get enterprise call info' rather than using 'get call contact info' again.

CCX will recognise the call was transferred back and maintain the session/variable.

Aaron

[Aaron Harrison]

Actually, scratch that... didn't notice the UCCE reference ;-)

[Chintan Gajjar]

It's not necessary, since your agents are doing blind transfers which should preserve the call.callinglineID of the original caller.

in your case i think you can have workaround where in initial routing script, you can store ANI in Peripheral Variable and in transfer script use that as a lookup. but make sure you transfer script once again not overwrite the Peripheral variable with Agents Extension.