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 188.8.131.52
Any help in this matter would be greatly appreciated.
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.
Don't know if this will help:
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
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.
But, I thought you could only use the 'Get User' step for 'Agent Extensions' not any extension/number in the CUCM directory?
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.
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 !
What version of CallManager are you using?
Do you have a script using these that you could post.
this was written for CCM 4.
With UCM6, the url looks like this:
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