Treat internal calls as external calls

[HoFranki123]

Have suspended telephone systems in locations. Now phones of these locations are directly connected to CUCM of main office. So thats a single-site deployment.

Question:
Are there possibilties to declare calls from former members of locations to be treated as external calls? This would be very useful in business process.

[mmoulson1]

So you have some IP phones at a remote site that register with a central call manager?

Can you give an example of what you mean by treated as external?

[HoFranki123]

There is no remote site - all is registered to same cucm cluster. When agent one (in the past with own telephone system, now same cucm cluster) makes a call to agent two (sitting in main office) this call is treated as internal call. Those calls for business process should be handled like coming calls from outside.

[mmoulson1]

So when agent one calls agent two are they dialing the extension number? Or is your issue that they are still dialing the full PSTN number as they did previously?

[HoFranki123]

Yes, agent one now dials extension number of agent two

[mmoulson1]

"Those calls for business process should be handled like coming calls from outside."

Can you be more specific about what you want to happen?

[HoFranki123]

When agent one calls service number cisco forwards this request to call center software via jtapai interface. Call center software (not Cisco) so achieves information about calltype of calling number (ANI). This calltype is used for business logic. If call is recognized internal (call from other extension of same cucm), there is other logic as if call is recognized external (call from outside). Only for calls from former locations (which formerly had own telephone systems) calls have to be handled like calls from outside.

[mmoulson1]

So agent one on e.g. extension 1000 calls the contact center on it's extension number e.g. extension 8000.

But you want the contact center to think the call has come in from some external number?

Do you have seperate partitions and CSS for the location where agent one is?

[HoFranki123]

In the moment we don't have separate partitions. Only CSS is different.

[HoFranki123]

... "But you want the contact center to think the call has come in from some external number?"

--> yes, thats right

[mmoulson1]

Using my example you could create a 'Translation Pattern' for 8000, with a 'Calling Party Transform Mask' applied so 1000 would appear as another number.

To impliment this you would need to create a new Partition for the translation, then create a new CSS with access to that partition. You would need to change the directory numbers for "agent one" etc to use this new CSS, so they hit the translation when dialing 8000.

[HoFranki123]

Call in this case stays internal, only shown number changes. That will have no effect - calltype for call center software will not change.

[mmoulson1]

So what variable about the call are you looking to change to make it appear as external?

I don't think a Route Pattern would help as your not looking to pass the call out to a gateway.

[HoFranki123]

Thats a good question. Call is forwarded to call center software via jtapi interface. Did make a test call and attach jtapi.log.

In log of call center software I see "AttributeCallType 2" for external call.

[Manish Gogna]

Hi,

If the calling and called parties are both registered to same cucm cluster then it would be an OnNet call by default. If you bring a Route Pattern in the call flow, it has a setting that allows you to classify a call as OffNet or OnNet, but it may complicate your dial plan.

HTH

Manish