UCCX display original calling number to transfer targets

[Support Albakom]

Hi,

we setup a UCCX app. There are two call consult transfer steps to redirect a call to a destination. We take it, because we need the timeout function in the step. a call redirect step didn't have timeout.

Now the question: If somebody calls the app, the phones which are the destinations in call consult transfer, displaying the numbers of the cti ports from the call control group as calling party, not the original calling number. How to setup to display the original calling number on the ringing phone instead the cti port number?

btw: if the call is answered, the original calling umber is displayed and saved in call protocol on phone.

[Anthony Holloway · Accepted solution]

This is working as designed. See, in a consult transfer, you're actually placing the caller on hold and making a new call. That new call is from the CTI Port, and that' why you see the CTI port calling you.

[Guillermo_PY]

Hi @Anthony Holloway 

I have one specific scenario: the call is hung up during the call is transferred and the end-user is listening the MOH, with this situation the agent received a loss call with the cti-number and for this reason cannot know the real calling number of the client to call back 

This behavior is correct?

[Anthony Holloway]

Yes, that sounds correct.  You could show the Agent the caller's phone number in Finesse as an Enterprise Data field as a work around to this problem.  You could also write it to one of the 10 custom call variable fields so it's reportable historically.