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

CallerID in IPCC Express agent

Hi,

Before the agent take the call, he sees as caller ID a CTI port number.

When the agent takes the call, the phone shows the original external number.

My problem is: the agent wants to see the originator caller ID instead a the CTI port number before he takes the call.

Does anyone can help me?

Tks

  • Contact Center
5 REPLIES
New Member

Re: CallerID in IPCC Express agent

Hi,

I have the same issue, My situation is CCM 4.2(3) and ipcc 4.0(5a)..

I Tried to found a solution arround CSS and Partitions but if you anyone have a best idea....

Thanks

Silver

Re: CallerID in IPCC Express agent

The originator caller-ID is displayed in the enterprise data popup, the phone nly displays the CTI port DNs.

I recommend agents to only look at the enterprise screen for info.

HTH,

Leo

New Member

Re: CallerID in IPCC Express agent

Leo,

I'm using IP Phone Agent.

Is enterprise data popup part of Cisco Agent Desktop?

tks

Silver

Re: CallerID in IPCC Express agent

Yep,

Agent Desktop consist of several windows: the Agent Desktop, the Chat window and the Enterprise Data Window

HTH,

Leo

Re: CallerID in IPCC Express agent

No, you can't have any popup when using IP Phone Agent.

Thanks,

CI

266
Views
0
Helpful
5
Replies
This widget could not be displayed.