UCCX/Finesse Show Dialed Number of Incoming Calls

[tcollins89]

Hi all,

My organization has a small call center located in our 'main building' that takes incoming calls for all other locations. Right now, call center agents do not know which location the caller was attempting to reach, which can lead to some confusion. Is there a way to display, either on the phone or in Finesse, the number the caller dialed or the internal DN associated with that number?

Thanks,

T

[david.macias]

Certainly possible. Look at your Finesse layout and you should be able to add the DNIS without having to touch your scripting.

david

[tcollins89]

Thanks, David. I am not familiar with the call variables layout. Is there documentation on what the variables mean? If not, which variable would be the correct one for this situation? I'd think BADialedListID but I can't find any information on what exactly that will show for agents.

[Ibrahim AlQumairi]

You can use a combination of a Custom Call Variable Finesse Layout in UCCX, and Get Call Contact Info/ Set Enterprise Call Info in your script.

Use the below link for all configuration details:

https://www.cisco.com/c/en/us/support/docs/contact-center/unified-contact-center-express/213873-configure-uccx-custom-call-variable-layo.html

[tcollins89]

Thanks, Ibrahim. Is there any way to achieve this without having to edit the script? 

[david.macias]

Unfortunately, we can't answer that without looking at your scripting and UCCX configuration. We're providing broad stroke solutions that should apply to everyone, but you'll have be the judge of which makes the most sense. It might also be a good idea to go to your Cisco parter to help you out or hire a contractor (hint, hint) to assist.

david