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UCCX consult-transfers shows CTI port number instead of CLID

MARK BAKER
Enthusiast
Enthusiast

I just installed another Cisco phone system at one our remote sites and once again was asked why a call that is transferred from UCCX does not show the CLID of the caller, but instead shows the UCCX CTI port number and name when ringing. I searched the threads once again and came across a thread about this same issue with Unity Connection transfers and found out that there is a service parameter to fix this issue for Unity Connection. Hmm, why can't this be done for UCCX transfers too? Below is what I have sent to my Cisco Rep. for a feature request.

Note to Cisco Rep:

We use UCCX for IVR scripts for our company stores. I have been asked every time I put in a new system in a store why the UCCX CTI port number is seen instead of the original caller's caller-id while the phone is ringing. The original caller's caller-id displays after the call is answered however. I could only tell them this is the way it works. I've tried many times to find a solution for this and read many Cisco forum posts about this same issue and can't find a way to make the original caller's caller-id show up on the phone during ringing.



The setup is that a call script on UCCX answers an inbound call and plays a message "Please hold for the next available representative". The script then attempts to transfer (consult transfer) the call to a hunt-group configured with the appropriate phones for that group (Not Agents in UCCX). If no one is available to take the call the caller gets queued on UCCX while UCCX continues to attempt to reach an available group member. The problem is that when UCCX is attempting the transfer and ringing the group member phones the phone only displays the CTI port number and not the original caller's caller-id. I understood the user's concern about this, but didn't think it was that big a deal until a user showed me that missed calls from the UCCX script were also only displaying the CTI port of UCCX. This in my mind is a much bigger issue than just not seeing the original caller's caller-id while the phone is ringing. There is no way to return a missed call or even know who was calling because of this.


I just read a similar issue in the Cisco forums except that Unity Connection's AA was being used instead of a UCCX script. Some one replied that there was a service parameter that you could set to show the original caller's caller-id instead of the Unity Connection port during call transfers. This was new in 7.1 I believe. I would like to submit a feature request to have this same service parameter included for the same function with UCCX call forwards. The Unity Connection service parameter is Display Original Calling Number on Transfer from Cisco Unity.


This feature request is to have the service parameter Display Original Calling Number on Transfers from Cisco UCCX added to CUCM. I don't know if there is a technical reason this can't be done, but I would like to put it on the table for the developers to consider.


This is the single biggest complaint we have from our users. From the Cisco forum posts I've read, it appears to be an issue to others as well.

An engineer replies that it is because UCCX is using a consult-transfer. I agreed with him. I had already stated this in my original message. So, I sent the below assuming Unity Connection also performs a consult-transfer, but can now show the CLID of the caller with a service parameter setting.

My thinking:


1. a phone to phone consult transfer shows the transferring number during the transfer and shows the original caller's number after the transfer completes.

2. UCCX to phone consult transfer shows the transferring number during the transfer and shows the original caller's number after the transfer completes.

3. Unity Connection to phone (assumed) consult transfer used to show the transferring number during the transfer and the original caller's number after the transfer completes

4. Now, at a recent version level, Unity Connection to phone (assumed) consult transfers can be configured with a service parameter to show the original caller's number during the transfer and after the transfer completes.


So, if they all worked the same before, then I would think the process is the same. If the process is same for all scenarios, wouldn't a service parameter like the one available for Unity Connection be possible for all?

The Cisco engineer replies that he thinks Unity Connection does a blind transfer. I wasn't convinced that this was the case since Unity connection has the ability to queue a call attempt multiple transfers if a phone user is not available.

I replied with this:

I got the below from the Unity Connection admin guide. Wouldn't Unity Connection's ability to bring a call back into a queue and attempt multiple transfers be a consult transfer? I wouldn't  think it would be possible to bring a call back into queue with blind transfer.

Call Waiting Hold Time
With call holding, when the phone is busy, Cisco Unity Connection can ask callers to hold. Connection manages each caller in the queue according to the settings that you configure.
You can change the setting for the wait time between call transfer attempts (the default value is 5 seconds), and for the maximum number of call transfer attempts that are allowed (the default value is 5 attempts). To obtain the call holding queue wait time for the first caller in the queue, Connection multiplies the values of the two settings. For example, if both keys were set to a value of 10, the call holding queue wait time would be 100 seconds (a wait time of 10 seconds x 10 call transfer attempts).

I know this is wordy, but I think it is a big issue and could possibly be solved with a service parameter the same way the Unity Connections issue was.

Any thoughts,

Mark

41 Replies 41

Thank you for keeping up on this. It is disappointing that this has not been remedied yet even in version 9.

I went thru this whole discussion and I have the same issue here for a 3rd party call centre being directed to us after hours and I somehow needs to get their number displayed on my agents phone so they can use the correct greeting.

Is there still no fix or work around for this issue?

Voice CCIE #37771

Best Regards

Ryan Dunn
Beginner
Beginner

Does anyone know if this issue was addressed in 10.5?  We are looking to have some of our clinics forward after hour calls to our nurse on call department and would like for them to be able to answer the phone based on which clinic calls.

Still the same.

Unless you need the call to stay queued you could just send the call to a CTI RP then the number shows but won't be pulled back into queue if it goes unanswered.

vincent.morton
Beginner
Beginner

Has anyone any information on a fix for this issue?

 

We have a customer who requires this feature as well and it would be good if we could at least tell them it'll be fixed in v11 if it's not been fixed already.

Todd Hebert
Contributor
Contributor

I have CUCM 10.5.1 and UCCX 10.6.1 and it's still not fixed.

Hi Todd,

 

From UCCX 10 onwards, there is a mechanism to display the CLID instead of the CTI port on the agents IP phone using a command.

You can use the command : “utils uccx icd clid enable”. This command would enable the CLID feature. In case of Cisco Unified CCX HA cluster, enable the CLID feature in remote node as well by running the CLI command "utils uccx icd clid enable" on the remote node. Here is the sample output of this CLI command :

 

admin:utils uccx icd clid enable
Successfully enabled the CLID feature
Please restart the "Cisco Unified CCX Engine" service for changes to take effect
In case of Cisco Unified CCX HA cluster, enable the CLID feature in remote node as well by running the CLI command "utils uccx icd clid enable" on the remote node

 

==============================

- Now you also get an option to customize the information displayed on the agents IP phone :

 

utils uccx icd clid header <header string>- This command would set the display header.  Here is the sample output

 

admin:utils uccx icd clid header ANI
Successfully set the CLID text header to ANI
Please restart the "Cisco Unified CCX Engine" service for changes to take effect
In case of Cisco Unified CCX HA cluster, set the CLID text header in remote node as well by running the CLI command "utils uccx icd clid header <header string>" on the remote node

 


utils uccx icd clid prefix <prefix string>This command would set the prefix string for CLID.  Here is the sample output .While running the command, if the header / prefix text has 'space'  in it, the entire string should be enclosed in double quotes.


admin:utils uccx icd clid prefix "Calling Party Number : "
Successfully set the CLID text prefix to "Calling Party Number : "
Please restart the "Cisco Unified CCX Engine" service for changes to take effect
In case of Cisco Unified CCX HA cluster, set the CLID text prefix in remote node as well by running the CLI command "utils uccx icd clid prefix <prefix string>" on the remote node

 

==========================================

 

The following is a screenshot from from my lab where the calling number is 1016 and the consult transfer is via CTI port 4004. It shows the following :

 

Clid header : ANI
Clid prefix:Calling Party Number
Calling number: 1016

 

Also displays the selected CTI port 4004

 

That is great news, but I have a question with this. I just enabled it but haven't restarted the uccx engine for it to take affect yet and I do plan to do so. I have since moved all agents over to use Jabber and we got rid of their desk phones so they can be mobile and work from anywhere without having to worry about using multiple logins. Will this work with the Jabber client or only Cisco phones? It looks like this is invoking a "service" on the phones which I am not sure will work with Jabber.

Any info would be helpful, thanks.

Tracy

Hey Tracy,

Did this work with your Jabber clients?  I am in the same situation. All my UCCX Agents use Jabber as their end-points.

Thanks,

Luis

Hi Luis,

Refer to the design guide for 10.6 which states that "CLID is not supported with Jabber"

I hope this answers your question.

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/design/guide/UCCX_BK_CBB99111_00_cisco-unified-contact-center-express/UCCX_BK_CBB99111_00_cisco-unified-contact-center-express_chapter_011.html

Thanks and Regards,

Deepak C Nair

No the jabber client shows the port. We do however use finesse so that client does show the caller ID on the incoming call.

Thanks for the reply Tracy!  My Finesse shows the incoming number as well. However, it doesn't have a Call History like Jabber does. How are you solving the problem of the Agent missing a call and wanting to return the call only to find no call history in Finesse and a Port number in Jabber?

I guess its never been that big a deal for us. I wrote my script to email our help desk the caller ID of anyone that sits in queue and hangs up without talking to an agent, its also date and time stamped and includes how long they sat in queue. If a person hung up after being in queue for less than a minute then we typically wont call them back. They also have the option of leaving a voice message as well.

This is great conversation, thanks everyone.  Our agents also use Jabber so it's good to know it's not officially supported.  Maybe in one of the 11.5 maintenance releases they will look into it.  We are just now starting our migration to Finesse, I've learned my way around the desktop and Live Data gadgets well enough to deploy it, and at the very least I'll be looking to pull the incoming number info into a workflow and try to do something with it.  We have a group of agents that have to call customers back quite a bit and complained about the call history in Jabber being CTI port numbers, but they have worked around it.

Hello,

this didn't help. I am using CUCM 11.5, UCCX 11.5.1, CIPC, 78xx IP Phone.

Step in Script Call Consult Transfer.

admin:utils uccx icd clid status

CLID Feature: Enabled
CLID Text Header: ANI
CLID Text Prefix: CallingID

admin:

By the way, Call Redirect uses CallingID right at the ringing moment.

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