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Community Member

Enterprise Data field: Caller Name

Hi,

We are using the agent desktop and for the moment when there is somebody calling we can see this number, but not his name. Does anybody know how to get also the name of the caller?

I think we have to look for that in the LDAP directory, how can I do this in the script?

Thanks in advance

3 REPLIES
Silver

Re: Enterprise Data field: Caller Name

Bronze

Re: Enterprise Data field: Caller Name

The Call Manager doesn't pass the calling name (as received from the PSTN) to the IPCC Express. So, the only choice you have, is to built your own BD and match a number to a customer's name.

Steven

Community Member

Re: Enterprise Data field: Caller Name

I do a Get call contact info and set the Original Calling or Called Party to a variable. Then you can create an 'IF' statement against that variable and if it's true (CallingParty == 5551212), then set an Enterprise variable to the Calling or Called party Name ("Ajax Company"). You'll then have to add the Enterprise variable to the default layout under Enterprise Data in the Desktop Admin. Then when you get a call into the trigger from 5551212 it will show "Ajax Company" to the agent

Hope this helps

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Luke

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