Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. If you'd prefer to explore, try our test area to get started. And see here for current known issues.

New Member

Caller Name to show in Cisco Agent Desktop?

Can anyone help me with getting Caller Name to show up in Cisco Agent Desktop?

Right now in CAD the agents only see an extension. Since 90% of the calls the agents get come from internal sources using Cisco IP phones registered to the same CallManager servers that the agents phones are on, you would think there is a way to get the Callers Name to display within the Agent Desktop.

Not sure if it matters but

I am running IPCC Express Premium 4.0(3) with agents running Cisco Agent Desktop 6.1(3) Build 6.1.2.5

Any help in this matter would be greatly appreciated.

12 REPLIES
New Member

Re: Caller Name to show in Cisco Agent Desktop?

Wow, thought for sure I would get a response to this one. Ahh well, I was too hopeful I guess. :-)

New Member

Re: Caller Name to show in Cisco Agent Desktop?

Subflow to a dial by extension script.

Get the users name and store it in a variable.

Pass that variable back to the main script.

Display it in an enterprise variable.

New Member

Re: Caller Name to show in Cisco Agent Desktop?

New Member

Re: Caller Name to show in Cisco Agent Desktop?

Hi,

We had the same issue but we are using CTIOS with IPCC7.1 Enterprise.

Our development engineer had to go outside the box and perform an asp lookup in the call manager to match the extension with a name. He then populated a call varible with this info. However the name does still not appear on the agents IP phone only on the CTIOS desktop.

Hope this helps

Anthony

New Member

Re: Caller Name to show in Cisco Agent Desktop?

Did you ever find a solution to this problem?

Thanks,

Doug

New Member

Re: Caller Name to show in Cisco Agent Desktop?

I've managed to do it in UCCX 5.

You can use "Get Call Contact Info" to obtain the calling number. Based on that number, use "Get User" and save the result in a user-type variable. Then use "Get User Info" to obtain the name of the caller.

To pass the information to CAD, use the "Set Enterprise Call Info" and also configure the CAD to display it using Cisco Desktop Administrator.

This only works for internal callers.

HTH

New Member

Re: Caller Name to show in Cisco Agent Desktop?

But, I thought you could only use the 'Get User' step for 'Agent Extensions' not any extension/number in the CUCM directory?

Thanks.

New Member

Re: Caller Name to show in Cisco Agent Desktop?

Yeah you're right. I'm very sorry, I remember now. When I did it, I need to add the users' IPCC extention setting in CCM although they are not part of any Resource Group.

Sorry, my mistake.

Re: Caller Name to show in Cisco Agent Desktop?

Hi,

you can use the CCM Directory !

So, in your script:

create XML Doc(URL[u"http://ccm/CCMCIP/xmldirectorylist.asp?n=" + ANI]

then retrieve the username with

Get XML Doc Data ("/descendant::CiscoIPPhoneDirectory/child::DirectoryEntry/child::Name")

Hope this helps !

Regards,

Stephane.

New Member

Re: Caller Name to show in Cisco Agent Desktop?

Thanks, Stephane.

What version of CallManager are you using?

Do you have a script using these that you could post.

Thanks.

Re: Caller Name to show in Cisco Agent Desktop?

Hi,

this was written for CCM 4.

With UCM6, the url looks like this:

"http://ccm:8080/ccmcip/xmldirectorylist.jsp?n="+ANI

Regards,

Stephane

New Member

Re: Caller Name to show in Cisco Agent Desktop?

Hello Dane,

I'm running into the same issue which you have mentioned. Would it be possible to get the copy of the working script for caller name?

Thanks in advance

903
Views
10
Helpful
12
Replies