Hi Experts,
We have an issue with number display when using SIP trunk. Currently, we have successfully integrated SAP-BCM call center with CUCM 8.0 using SIP Trunk. During normal call routing, the calls to the agents are passed from Cisco call manager to SAP-BCM. However there is a requirement where the customers call the reception and the receptionist transfers the call to SAP-BCM via SIP trunk. Once the transfer is completed, the agents are seeing the receptionist number instead of the caller's number. Call flow is given below.
Normal Call: DID --> GW --> CUCM --> SIP --> SAP-BCM
Receptionist Xfer: DID --> GW --> CUCM --> Receptionist Ext. --> SIP --> SAP-BCM.
Kindly advice.
Regards
Rathish