UCCX Caller ID transfer Issues

Kosi227 · ‎06-10-2014

Hi All, Here is the detail

CUCM:

System version: 9.1.2.10000-28

UCCX:

System version: 9.0.2.10000-71

Here is the scenario

A PSTN Phone-A (28881888) calls to Call Center Hotline-X(1001), and the call is handled by Agent-B(3002)

Then, Agent-B(3002) is going to transfer the call to Hotline-Y(1000), and the call is routed to Agent-C(3033).

When Agent-C(3033) is reserved mode (IP phone is ringing).

Agent-C(3033) IP phone shows the Calling number is Agent-B(3002)

Is it possible to show the Original Calling Number to (28881888) while Agent-C's IP phone is receiving a transfer call and in ringing status?

Thanks

Simon

Accept what was and what is, and you’ll have more positive energy to pursue what will be.

Brian Meade · ‎06-10-2014

Does Agent B actually complete the transfer before this or is he waiting to complete the transfer until Agent C answers?

If he has already completed the transfer, you can try setting the "Display Original Calling Number on Transfer from Cisco Unity" CallManager Service Parameter to True.