Hello, i've an issue,
we have 5 agents with Cisco UCCX 7 (Premium).
when these is an incomming call, first of all they see CTI route point and when the call handled, agent see just calling phone number, but not name.
Is it possible to make that an agent could see calling name and not cti route points
The phone will always display the CTI port information until they answer the call on their phone. This is not configurable. They can view the ANI on CAD however.
For caller ID name, CCX does not retain this information so this will not be seen when the call is transferred to the agent's ICD line from the CTI port.
Changing either of these behaviors would require a product enhancement request with your local Cisco AM.