Sending ANI (calling number) to oracle CRM in ICM 7.0
i have installed ICM 7.0 with Call manager 4.1(2) with IVR (CRA 3.5)and integiration with oracle CRM.i made translation route script that route the call to Agent if agent not available it will send customer to waiting queue, the oracle developer said that the ANI(calling number) is not sent to oracle CRM ,i want to know if i have to write script to get ANI from call and set it in ICM in cisco Call Variable
Re: Sending ANI (calling number) to oracle CRM in ICM 7.0
Cisco ICM, if CM/PBX provides ANI, will keep ANI in call.ANI field. Please remember that Oracle CRM wrote the CTI to cisco and not the other way around. Oracle CRM should be looking at ANI field to get the caller ID. The field is automatically available from Cisco. What I would like you to try is login using the CTI desktop or CTITest and see if you do receive the ANI. If you cannot see the ANI on the application there, then it is a cisco problem. If you can see the ANI there but not in the Oracle CRM, then it is a oracle cti issue.
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