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How to restrict IPCC agent's Call-Id and Intern DN?

Hi there,

We have installed IPCC for an enterprise customer. The IPCC agents while calling intern (on-net) are sending their Call-Id and Internal DN. Is there a way to restrict those information of an IPCC-agent while making on-net calls?

Thanks.

Regards,

Ysana

1 ACCEPTED SOLUTION

Accepted Solutions
Bronze

Re: How to restrict IPCC agent's Call-Id and Intern DN?

Is CUCM the PBX?  If so I have accomplished this exact scenario using a combination of Calling Search Spaces, Partitions, and Translation Patterns.

Example Assumptions:

1. There is an Everyone Partition and all internal DN's have it applied = PT_ALL_DEVICES

2. There is an Internal Calling Calling Search Space = CSS_INTERNAL

3. All Internal Extension = 7XXX

4. Main Contact Center Pilot Number = 9999

5. It is desired to mask all agents internal calls with 9999

Perform the following:

1. Create a Partition = PT_AGENT_TRANSLATION

2. Create a Calling Search Space = CSS_AGENT with the following properties:

     a. Assign the PT_AGENT_TRANSLATION

     b. Assign any other Partitions needed for external calling.

     c. OMIT the PT_ALL_DEVICES

3. Create Translation Pattern with the following properties:

     a. Translation = 7XXX

     b. Patition = PT_AGENT_TRANSLATION

     c. Called Number 7XXX

     d. Calling Search Space = CSS_INTERNAL

     e. Calling Number Mask = 9999

4. Assign the CSS_AGENT Calling Search Space to the Agents Phones.

In essence when an Agent calls a 7XXX extension it is forced through the new translation pattern where you can apply an Calling Number Mask. Things can obviously get trickier depending on how the CUCM dial plan is laid out but this should give you an idea.

I have also done something like this in reverse where all my internal users could not call the Agent DN's directly.

HTH - Please rate posts.

3 REPLIES
Green

Re: How to restrict IPCC agent's Call-Id and Intern DN?

I'm tempted to say no.

But what desktop are you using - CAD or CTIOS?

If you are using CTIOS it is "possible" that you can use the Toolkit and build a modified CTIOS Soft Phone that does not display the information you are wanting to hide, but many of the components that make up this user interface are ActiveX components - like the "grid" - and you won't be able to dig inside these in your "container" code.

Can I ask why?

Regards,

Geoff

Bronze

Re: How to restrict IPCC agent's Call-Id and Intern DN?

Is CUCM the PBX?  If so I have accomplished this exact scenario using a combination of Calling Search Spaces, Partitions, and Translation Patterns.

Example Assumptions:

1. There is an Everyone Partition and all internal DN's have it applied = PT_ALL_DEVICES

2. There is an Internal Calling Calling Search Space = CSS_INTERNAL

3. All Internal Extension = 7XXX

4. Main Contact Center Pilot Number = 9999

5. It is desired to mask all agents internal calls with 9999

Perform the following:

1. Create a Partition = PT_AGENT_TRANSLATION

2. Create a Calling Search Space = CSS_AGENT with the following properties:

     a. Assign the PT_AGENT_TRANSLATION

     b. Assign any other Partitions needed for external calling.

     c. OMIT the PT_ALL_DEVICES

3. Create Translation Pattern with the following properties:

     a. Translation = 7XXX

     b. Patition = PT_AGENT_TRANSLATION

     c. Called Number 7XXX

     d. Calling Search Space = CSS_INTERNAL

     e. Calling Number Mask = 9999

4. Assign the CSS_AGENT Calling Search Space to the Agents Phones.

In essence when an Agent calls a 7XXX extension it is forced through the new translation pattern where you can apply an Calling Number Mask. Things can obviously get trickier depending on how the CUCM dial plan is laid out but this should give you an idea.

I have also done something like this in reverse where all my internal users could not call the Agent DN's directly.

HTH - Please rate posts.

Green

Re: How to restrict IPCC agent's Call-Id and Intern DN?

Good answer, shane.orr.

We also use some of those principles to ensure that non-agents cannot call the agent's contact center extension.

Regards,

Geoff

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