Issue with RONA

[ln33147]

Dear Experts,

I'm working on a PCCE system version 11.5

Some internal users can dial a CTI Route Point to be transferred to Service Desk agents.

I have successfully configured and tested the RONA feature. However, when callers are dialing the CTI Route Point, they are seeing the cucm label returned by UCCE instead of the agent name.

Can this label be changed, so the agent name appears instead?

Your help is highly appreciated.

Thank you in advance.

Lara

[bill.king1]

Is this the issues you're describing?

https://supportforums.cisco.com/t5/contact-center/cvp-survivability-cvp-8-5-1-0-0-0-312/td-p/1915448

[ln33147]

Hello,

Thank you for your reply.

Actually the issue we are facing is with the Calling IP Phone, not the agent's phone.

I can understand that this can be solved with a SIP Normalization Script in CUCM. 

Can you kindly advise, as I don't have experience with SIP Normalization Scripts. 

Thank you in advance.

Lara