How to change caller ID when agent is still ringing

[Bryan Wulfric]

Hi all,

I'm using UCCX 8.5. When there is a call from outside to a contact center and when agent is still ringing, the caller ID presented in the agent is CTI port number of UCCX. I wonder if it is possible to change this CTI port number to outside caller's phone number.

Thanks.

[Jonathan Schulenberg]

Sorry, but no. This is because CCX does the equivelent of a warm transfer to the agent's ACD line. Until the transfer completes you do not see the original calling party information. You'll want to look at the CAD or IPPA Enterprise Data to see the ANI/Caller ID.