Solved: Is it possible to see the original calling number before the agent answers the call?

evgeney.shokodey · ‎03-03-2010

When ICD does a consult transfer from ICD to the Agent, the agent device will show calling number as the CTI Port during ringing. Upon answer it will display the original calling number when the consult transfer is completed.

Is it possible to see the original calling number before the agent answers the call?

Evgeney.

Aaron Harrison · ‎03-03-2010

Hi

The system is effectively doing a Consult Transfer to the agent; this allows it to retract the call if the agent doesn't answer.

It's not possible to change this behaviour.

If you are using Agent software on the PC, you should be able to see the caller's number in the data panel.

Regards

Aaron

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View solution in original post

Aaron Harrison · ‎03-03-2010

Hi