I have a simple IVR configuration that works fine, but the users are asking why they see the CTI route point information during call alerting instead of the caller's caller-id. They do see the caller's caller-id after they connect, but not during alerting.
Does anyone know how I can get the caller's caller-id to show up during alerting instead of the CTI route point?
This is a fundamental limitation to CCX and how it offers calls to an agent. The caller remains on a CTI Port of the CCX box until an agent accepts the call. At that point the call is transferred. Because of this, the Calling Party information is that of the CTI Port until the agent takes the call. My understanding is that this is possible with ICM/UCCE but I'm not familiar with the method that ICM uses to achieve this. I would recommend having your CAM submit a feature request.
There is some scripting that you can do to get around this. The way I do it is that when I select the agent, I don't connect. I set the agents extension to a string, then do a call redirect to that string. That will present the caller id to the agent, but causes some other issues.
If I understand correctly, you're doing a call redirect to a hunt pilot on CM? When you have a call redirect script, it is like a blind transfer where it will send the caller-id of the original caller, not the CTI port forwarding the call.
The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...
This document describe how DST changes and how time changes are
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setting the clocks forward 1 hour from standard time during the summer
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