We integrated Cisco solution with salesforce. Right now we are able to get caller ID/ ANI over the CAD application, but we cannot able to get the caller ID in salesforce softphone. It showing the CTI route point as the caller ID (The same CTI RP showing over the IP Phone). Could any one help me what changes to be done, so I will get the ANI on the salesforce softphone/ IP Phone.
Check for the section "Cisco Agent Desktop Voice Contact Workflow for Call with ANI or Account Number",
1. Telephony Interface - Capturing and Processing Enterprise Data
This section provides a high-level description of the call processing between the IVR application, custom Java method, and Salesforce.com for capturing caller-specific information and using expanded call context (ECC) variables to pass this data to Cisco Agent Desktop.
IntroductionCUCM Routing RulesDial String implementation PolicyCUCM Routing LogicSIP URI Call Routing Analysis+++ Case Study: 1 ++++++ Case Study: 2 +++Conclusion
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