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New Member

IPCC Express 3.5 and 4.03, 4.04 - no CLID seen by agents

Hello,

since a long time, I'm fighting with Cisco Tac and account managers about the following issue.

When IPCC Express is used, and calls are transfered to an agent, the agent does ever see the ID of the route point and not the ID of external caller.

PSTN is german isdn. Cisco told me that it does "working as designed" and that only the ANI is recognized by IPCC Express and not the CLID.

This is inusable in a call center environment, because CTI Database popups could not be generated, and the agent never does see the phone number of the incomming call.

Manipulating the first/last redirect did not change anything.

What could be a solution ??

Does patches exist ??

Customers using IPCC EXpress are going to be more and more angry.

A solution of yours would be great.

Jacky

2 REPLIES
Bronze

Re: IPCC Express 3.5 and 4.03, 4.04 - no CLID seen by agents

Try Bug - CSCsc93494

New Member

Re: IPCC Express 3.5 and 4.03, 4.04 - no CLID seen by agents

Hi Martin,

the bug is far away from the pb.The described pb is concerning the caller information transmitted to an agent. An agent does ever see the directory number asociated to the route point, and not the phone number of the incomming call.

The tests witch changing the first/last redirect parameter did not change anything

Anyone can help ??

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