Is there a way to configure in ICM the outbound telephone to be presented when a team is calling out
Our contact centre has previously been set that anyone dialling out will present to the caller the inbound contact centre number, The telco has now reconfigured to the trunks to allow the default number to be overwritten if presented by the system. We can do this via Call Manager and their mac address however if we are hot desking and different teams sit at the desk they will want their number to be presented.
I was wondering if it is configurable within Cisco ICM to define the number based on the agents team or profile ?
So, are you using EM now or not? remember you cannot have the ACD extension configured as a shared line appearance, so if you are not using EM then you cannot build a profile with the same ACD line on the phone and the profile. If you want to go to that route then the UDP profiles will need to have different ACD lines from the ones on the phone.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...