Wrong number displayed on agent phone

AleckNesterov · ‎07-05-2010

Hello

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.

Aaron Harrison · ‎07-05-2010

Hi

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.

Aaron

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Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!

AleckNesterov · ‎07-06-2010

Thank you.

Your post was really helpful.