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Caller ID before agent answers call

The caller ID on the phone is the CTI number, not the actual number of the caller. We have integrated the Salesforce connector and it works, but it tries to route off the 4 digit CTI number, not the 10 digit ANI of the caller ID. I also see the 4 digit ANI on the phone until I answer. After I answer, it shows the 10 digit ANI, but it is too late. When I call from my cell, it comes up as the caller ID and brings my account up immediately. How can i set it so that when their phone is ringing from the queue, it shows the 10 digit ANI and not the 4 digit CTI number? Thanks in advance.

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Bronze

Re: Caller ID before agent answers call

Anybody? Here is why I need the caller ID coming in to be the caller ID of the caller. I have the Salesforce connector installed and it searches based on the 4 digit CTI number, not the 10 digit caller ID. Any help would be appreciated. Thanks.

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Re: Caller ID before agent answers call

Did you ever figure this out?

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