I m observing that whenever I dial a 5 digit route point from my contact center phone , I see a label ( something like 1111111111XXXX) displayed on my phone. I hear the CVP queue message & finally my call is transferred to the appropriate agent. The issue is I don't get to see the actual agent's phone on my display.
This is resulting in calls being marked as "Outbound" from my phone as opposed to "Internal" since all I m doing is dialling a route point to connected to another contact center phone. We are on CUCM 6.1 with TAPI integration on Nice Call Recording (Perform R3.1). The issue is specific to the treatment of calls within Nice. I m wondering how TAPI is sending that label to Nice ? Is there something we can do to prevent this ?