Global Directory Search name switch

[David Coelho]

his may sound like an incredibaly simple question but having a heck of a time finding the solution for it through CallManager and/or Cisco's website.

How do I switch (globally) to search users by first name first through the phone system when customers call in?

And when I make the switch, will it also adjust the NAME DIAL field in the END USER section?

Thanks

David

[Chris Deren]

What are you using for your Directory search? Is it Unity connection directory handler or AA script on UCCX?

If the first then simply locate the directory handler in Unity/Unity Connection and change the "search criteria order" setting to "first name, last name".

HTH,

Chris

[David Coelho]

Both actually. I saw in Unity where that switch was made. I did change in Unity and tried dialing but the computer generated prompt says dial last name first still.

I have to dig into IPCC to find out where it is there still.

We have Attendants Consol as well but I do not think that plays into it.

What would feed CallManager though. When I enter a new user and hit 'save' it automatically placed lastname-first name in the NAME DIALING field. Trying to figure out if I can change that and have it globally change.

[Chris Deren]

To identify what application is used for directory handler reverse engineer where the number points to, under route plan report see what the DN you dial to access this is defined as, if it is a DN that is set to call forward all to voicemail then you know it is going to unity.  If so locate the Directory Handler with that DN or see if there is a routing rule defined in Unity for it. If on the other side the DN is assigned to a CTI Route point which is not set for callFwdAll to go to voicemail but rather registered with UCCX application then you are using AA script on the UCCX platform which would need to be adjusted (prompts recorded, etc).

HTH,

Chris

[David Coelho]

Guess I have to delve into the CCX side.

One final clarification and thank you very much for the help...

Once I adjust the CCX script, will the CallManager automatically switch the NAME DIAL field in END USER to list first name first for any new users inputted?

Right now if I leave the field blank and hit save, it automatically enters last name then first name

Thanks again!