Wrong number displayed on agent phone

Unanswered Question
Jul 5th, 2010


There is a problem with CCX

When an agent responds to a call - number, the number of a calling person is displayed on his phone , but when an agent hangs up the receiver, number changes to number of one of the CTI ports, and is recorded to phone directory (received calls)

Is there any possibility to configure CCM+CCX to save calling person number in phone directories non CTI port numbers.

Thanks in advance.

I have this problem too.
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Aaron Harrison Mon, 07/05/2010 - 11:13


You can't change the way the numbers appear in the received calls list, but if the agents have Agent Desktop on the PC they can access the 'call log' report and see what real external numbers have called them.


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