UCCX application extension/name association

[TrickTrick]

Hi everyone,

in our UCCX, each application has its own extension ( obviously), I went to each DN and filled the name of the application (for example : English_information) so the call agent can see that the client calling has selected English as the language and information as the service.. but what happens is that UCCX uses a random extension from the CTI lines, not that one choosed by the caller, so it will display in the phone of the agent (Spanish_reservation for example)

Do you have any idea which parameter should I fix ?

Thanks

[Ratheesh Kumar]

Hi there

On Phone - The agents can see the CTI ports while the incoming calls hits on the Phone. But when its answered, they the actual calling Number will be displayed. This is default as the call is routed thru the CTI ports.

On Finesse/CAD - Agent can see the incoming call number while ringing on the top bar

Hope this helps!

Cheers
Rath!

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[TrickTrick]

Hi sir,

Yes sir this is the normal behavior by using the default setup

but in the case of a call center where our clients choose between two different languages ( English/ spanish etc ..) that means, in my CCX I have the same menu duplicated twice, the first is in English and the second is in Spanish... the call agent should know which language the client choosed based on the CTI of the application

so I went to every DN of ccx applications and gave each DN a name to display, but CCX choose the CTI randomly, so even if a client choose for example English ==> information service .. the agent will see on his phone/Finesse interface Spanish ==> technical service for example

Sorry maybe it was hard for me to explain the actual situation, but this is globally what is happening

[TrickTrick]

any idea ?

[Nikhil Aind]

Changing a Display Name on the DN (Trigger) will not change the behavior of what is displayed on the Agent Phone/Finesse because UCCX has the below call flow. Its the CTI port which will be calling the Agent IPCC extension.

Trigger DN --> CTI_Port (Call Control Group) --> Application


So basically you need to configure the Display settings on the Call Control group which is being used by the Trigger(Application) to control what should show on the Agents Phone when the phone rings.


Looking at your requirement, It seems you want a customized parameter to be passed to the Finesse Agent based on what caller has selected from the Menu option. You can follow the below tech note to accomplish this feature.
https://supportforums.cisco.com/t5/collaboration-voice-and-video/configuration-of-call-peripheral-variables-and-the-expanded-call/ta-p/3139041#comment-10287026

Regards,

Nikhil

[TrickTrick]

Thanks for your replay, i'll test and reply back