We are utilizing PCCE 11.5 and have been trying to use the user.microapp.override_cli in our scripts to manipulate the information displayed because calls from our general contact center queue don't stand out to our sales queue staff who are juggling a multitude of other tasks as part of sales queue responsibilities (it's not a clean inbound sales queue, the staff are also making outbound follow-up calls, working in different applications on their workstation, etc.).
The user.microapp.override_cli works great for outbound callers going from the PSTN directly to the sales queues and can override the information to say "Sales_Call" or similar verbiage, but if our general contact center attempts a warm transfer to the sales queue the sales staff don't see "Sales_Call" they see the name of the general contact center agent calling out to the sales queue for the warm transfer.
We have been told per TAC that Jabber will use info obtained by ContactList/Reverse Directory Lookup/Call History and if it doesn't find any info then it will try to get info from whatever CCM provides. This means that because the agents are in Jabber, CUCM as well as PCCE when the internal call is coming to Agentjabber from CUCM, it is seeing the internal caller extension and is displaying the caller ID from the contact list from “jabberAllContacts.xml” file and therefore Jabber is working as designed and expected.
Our problem is we don't want this to be the case, we need sales calls to stand out by manipulating this Caller ID information to be "Sales_Call" or something that stands out to our sales staff.
Has anyone else out there handled this or found a way to manipulate the Caller ID information for warm transfers between queues?