want to display caller name on finesse in UCCE

[kavle]

Hello,

we do see the calling name(custometr name who call in) on the jabber but we dont see that information on finesse.

any help much appreciated 

regards,

Kavle

[david.macias]

What we've done is looked at the SIP headers and grab it from there and set it as a PV. That's the only way I know it can be done.

david

[kavle]

could you help me with your set variabl node sir .
is it like -- object type - call and variable as sip header? and how do we pass that next 

[david.macias]

If you show me what your sip headers look like I can certainly help you.

david

[kavle]

these are the headers where we can see the caller name sir

[kavle]

attached header info here sir

[bill.king1 · Accepted solution]

You can use the SIP header function in UCCE, here's a post that walks through the details.
https://community.cisco.com/t5/contact-center/cvp-custom-sip-header/td-p/1885101

[david.macias · Accepted solution]

This should be close, but you'll have to tweak it.

mid(before("<",after("From:",Call.SIPHeader)),2,len(before("<",after("From:",Call.SIPHeader)))-3)

[kavle]

thank you, sir!!

[kavle]

just for curiosity - along with the From header can we also parse two more headers from CVP.

and if the header is repeated in the SIP trace which header will be transferred from CVP to ICM ( I mean - CVP will transfer the very first header it sees  from the trace or the last updated)

[david.macias]

Yes, you should be able to parse many more headers. I've done it when integrating Amazon Connect and Cisco and passing data between the two. Check the call log to see what data comes in and then figure out the formula to parse it out.

david

[kavle]

wow awesome Dave .. by chance do you know what is the header that can be used to see the transfer calls from Finesse.

[david.macias]

I don't understand your question, can you rephrase?

david

[kavle]

sure .. if the Finesse agent done direct transfer the customer to vendor or any 3rd party .. can we catch that in the CUBE SIP logs with any header .

[david.macias]

Check the CVP logs to see if you see that data.

david