Hello everybody, I just wanted to get some information from everybody as far as how they're UCCX is currently setup. The reason I'm asking is it seems like right now our UCCX is clunky.
We do services for many different organizations so we have to dial out with our phone number masked as that organization. So the way it's setup right now is that an agent will pick up the phone, the phone does an off-hook dial into the UCCX. So for instance you pick up a phone it actually dials 6503 and a script is then played asking "what number do you want to use?" and if you type in 111 and then the phone number you want to dial it will mask Acme Industries and if you dial 112 and then the phone number it will mask as another company.
That off-hook dialing seems to cause us a lot of problems, particularly with reporting and it will duplicate everything in our Call Recording system. There has got to be a better way isn't there? It seems weird to me that UCCX and Call Manager seem to be so seperate of each other and not working together.
So I'm just curious how everyone has their system setup, maybe there is a better way to do what we're doing without all the hassle of off-hook dialing.