Add Caller Name to incoming Calls

Unanswered Question
Sep 10th, 2008

I have about 20 1800 numbers that ring into IPCC express. I need to label those numbers with the name of the 1800 number so in case they ring to the operator or some other non-ACD user they will know how to answer the call. In my h323 gateway configuration I can change the number but not the name. Any help would be appreciated.



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iptuser55 Fri, 02/20/2009 - 02:57

Would they go via CTI RP`s? how about adding a name in the CTI part

kgroves42 Fri, 02/20/2009 - 03:29

We never solved this. We tried sending the call to a CTI port then forward it to IPCC however when the IPCC answered it the Name label was lost.

Paolo Bevilacqua Fri, 02/20/2009 - 03:37

A common solution is to use phone expansion modules and assign each number to a button/DN. This way you can easily label them the way you want.

ecoen Fri, 02/20/2009 - 06:16

I'm not sure that I follow your logic. Since we are talking about distinguishing the 800-number that a call came into IPCC Express on before it selected the agent resource, your suggestion would require that that the agent somehow has different lines on his or her phone for each possible CSQ/800-number?

Paolo Bevilacqua Fri, 02/20/2009 - 07:11

Yes, exactly.

Alternatively, if using H.323 or SIP with the GW, you can setup multiple incoming DPs and modify the calling number, for example prepend #01# for the 1st 800 service, #02# for the second, etc.

Jonathan Schulenberg Fri, 02/20/2009 - 16:42

Since kgroves42 mentioned that this is being directed to UCCX there is an easy solution: Have the script set an Enterprise Data variable that displays in CAD and tells the agent how to answer.

Just use a Match step within the script to match the DNIS, then use a Set Enterprise Call Info step to push it into CAD. This is done after you have created the ECC variable in CDA. Depending on the version of UCCX the customer has there are some footnotes to this.

kgroves42 Fri, 02/20/2009 - 19:52

It is not the UCCX agents that are the issue. The problem is when the call leaves the UCCX. The UCCX answers all the calls and you are able to dial an extension even if it is not an agent.


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