CCM 4.x Inbound CLID Rewrite

[csacontract]

Is this possible in CCM itself? A bunch of us can't think of an elegant way to do it - if at all.

We have a customer with an outsourced contact centre. If the Contact Centre forwards the call to an extension within the customer organisation, the customer would like 'Contact Centre' to appear on the IP Handset.

I am guessing that if there is a H323 or SIP gateway in the path that we might be able to use translation profiles - but do these support non-numeric translations at all? Even so, we wanted to make sure we had a solution that would also work for the MGCP controlled services they have too.

Luke

[William Bell]

We may need more information about your environment. Particularly, what version of Contact Center software and some details on the call path between the contact center and CCM 4.x. It could be a simple fix, but that depends on what you are running. For instance, with UCCX all you need to do is modify the CTI Ports (telephony group) with an appropriate alerting name. 

HTH.

Regards,

Bill