Agent Extention on display of caller's phone.

EDDY MULDER · ‎08-18-2008

When a caller call's the helpdesk route-point.Initially the CTI port nr is shown but when the call is transfered to a agent and the agents accepts the call, the direct phone nr of the helpdesk agent is shown. We are running UCCX 5.02 with call-manager 6.

Any help is appreciated

shan.nichols · ‎08-18-2008

What are you trying to do...hide the agent's extension from the caller?

Not really sure if there is a way to do that internally. Since you are talking IP phone to IP phone the internal caller IDs and such will all be used. You can disguise the caller ID outbound with external phone number mask but that shouldn't do anything for you internally.

EDDY MULDER · ‎08-18-2008

yes if it is possible hide the extention of the helpdesk agent from an internal caller.

This would prevent from calling the agent directly or am i missing something.

what happens if you put the agents in a different Partition and do not allow to call from internal to that partition, will uccx still work or will it fail because the internal caller is not allowed to call the Dn of the Agent

john-wade · ‎08-19-2008

Create a new css for the agent's lines. Have the only partition in that CSS contain a translation pattern that matches all of your internal numbers. In the translation pattern, set the calling party mask to whatever you want the Caller Id to be (such as the cti route point for the helpdesk). Set the CSS on the Translation pattern to be able to reach the rest of the phones.