How can I extract the "Original Calling Number" from a CCX call and assign it to a variable?
We have a CCX script that send callers to voicemail if no agents are available and generate an email notification to inform the agents that a call was sent to voicemail.
We want to add the Caller ID info to the email notification so that the Agents can call back the client if needed.
The problem I am having is that we use Unity to 'front-end' all our calls then transfer the calls to CCX, so in the CCX script, when I use the "Get Call Info" to assign the caller ID to a variable, the CLID which is sent out in the email notification is that of Unity and not of the external caller.
Unfortunatly because you front end it with unity, (I am guessing you use this for the call handler and menu prompts) befor ehanding it to UCCX, you cannot. take unity out of the loop and make a proper manu in UCCX, and youll be good to go!
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The short answer is that you don't.... That isn't entirely true while at
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