caller ID information on CTI Ports

[Yort Mantup]

Our call center staff is asking when a call comes in and is missed, if they can use the desktop phone to lookup the caller number.  Currently only the 4 digit CTI port shows on their phone when looking at missed calls.  Environment is using CUCM 8.5 and UCCX 8.5. 

Thanks!

[Anas Abueideh]

Hi,

Under call manger service parameters, there is a parameter called "Always Display Original Dialed Number", the default value is false, you need to change it to True.

kindly find below the description of this parameter

Always Display Original Dialed Number:	This parameter determines whether phones always display the number and name  that the caller originally dialed (which may not match the final connected  number and name). If Cisco CallManager routes the call from the originally  dialed number to the connected number using a call forwarding directive, a  translation pattern, route pattern, a redirection by a CTI application, or other  means, this parameter determines whether the connected number or the originally  dialed number is exposed. Note that when the Conference List feature is invoked,  the connected number always displays regardless of the setting in this  parameter. Valid values specify True (display the originally dialed number) or  False (display the connected number).
	This is a required field.
	Default:  False

HTH

Anas

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[islam.kamal]

Dear

The phone will show the number as received but will show the CTI Port number while ringing. There is no way around this (not realistically anyway), the reason being is that UCCX works by controlling soft phones called CTI Ports. When a call hits UCM and triggers the CTI Route Point pointing towards UCCX the call is handed off to UCCX via a CTI Port which, as a virtual softphone allows UCCX to place the caller on hold, play prompts, collect digits, etc etc.

When UCCX looks to forward that call to an agent, it is essentially doing a transfer from the CTI Port (virtual softphone) to the agent's number. It's basically a controlled blind transfer. The reason you see the CTI Port is because the system must verify the agent answers the call before releasing it to the agent device, if they don't it simply tries the next person while playing music or what have you for the caller until an agent answers, then the call is transferred.

Thank you

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