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Kosi227
Beginner

UCCX Caller ID transfer Issues

Hi All, Here is the detail

 

CUCM:

System version: 9.1.2.10000-28

 

UCCX:

System version: 9.0.2.10000-71

 

Here is the scenario

 

A PSTN Phone-A (28881888) calls to Call Center Hotline-X(1001), and the call is handled by Agent-B(3002)

 

Then, Agent-B(3002) is going to transfer the call to Hotline-Y(1000), and the call is routed to Agent-C(3033).

When Agent-C(3033) is reserved mode (IP phone is ringing).  

 

Agent-C(3033) IP phone shows the Calling number is Agent-B(3002)

 

Is it possible to show the Original Calling Number to (28881888) while Agent-C's IP phone is receiving a transfer call and in ringing status?

 

Thanks

Simon

 

Accept what was and what is, and you’ll have more positive energy to pursue what will be.
1 REPLY 1
Brian Meade
Rising star

Does Agent B actually complete the transfer before this or is he waiting to complete the transfer until Agent C answers?

 

If he has already completed the transfer, you can try setting the "Display Original Calling Number on Transfer from Cisco Unity" CallManager Service Parameter to True.

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