Any chance that this is going to be resolved soon (see bug id Bug Search Bug CSCua94571 as well). Or even better: can we use parameters to define the "display name" eg. <Firstname><Middlename><Lastname> or <Lastname><Middlename><Firstname>.
Agents can not use both the softphone (jabber) and their hard phones. But they can switch between them by making sure only one of them is active. This can be done by selecting use my phone for calls when the hard phone is logged in or use my computer...
