Caller Name in Agent Desktop

d.teal · ‎03-24-2008

Background: We have an internal help desk queue where all customers are on internal Cisco IP phones. IPCC Express Enhanced 5.0.

Problem: Is there a way that the customers caller name information can be passed to CAD? The extension is passed by default, but wondering if the name information can be captured without having to query a database or XML file.

Thanks.

Abdulbaseer Mohammed · ‎03-24-2008

This is more of your Call Manager settings and how much of the info is being sent by your LEC.

Check your Route Point or extension where your CTI link is is and allow the ANI info to go through in your CM.

You can collect this info in your script or .aef file and pass on to Agent deskto as variable.

Good luck.

Baseer.

d.teal · ‎03-25-2008

Let me clarify. I'm not referring to external calls and caller name. I'm referring to internal callers calling into the script and having their display name show in CAD.

Thanks for your response.