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Cisco Attendant Console - Caller ID with Multiple Pilot Points

CallManager 4.1(3) cluster

CallManager 5.1(2) cluster

CURRENT SETUP:

External caller places a call down our PRI for example, external number 111-222-1500. This call is then accepted by the CCM4.1(3) system. There is a route pattern for DN 1500. It is setup to route calls to a route list that has 2 PRI's between the 2 CCM clusters. The CCM5.1(2) cluster receives the DN 1500 from the CCM4.1(3) cluster. It has a translation pattern from DN 1500 to DN 3500. DN 3500 is a Cisco Attendant Console Pilot Point (CACPP). The CACPP 3500 is set to ring operator1 line 2 as the first member of the hunt group, then operator1 line 3, as the second member of the hunt group, operator 1 line 4, as the third member of the hunt group. It then is set to roll over to operator2 line 2. As the fourth member of the hunt group, operator2 line 3 as the fifth member of the hunt group, operator2 line 4, as the sixth member of the hunt group. It then rolls back to operator1 line 5, as the seventh member of the hunt group, then back over to operator2 line 5 for the eighth member of the hunt group. If all operator lines are busy or not logged in and online the call is then routed over to the Cisco Unity Connections voicemail system for off-hour greetings.

We have multiple clients (around 30) setup in this type of configuration utilizing the pool of operator lines (we call them the operator Virtual numbers). To distinguish between the different clients using the same operator virtual numbers or pool of operator lines, we have setup speed dials on the Cisco Attendant Console for the pilot point of each company. For example:

Company XYZ - has a pilot point of 3500 - Speed Dial setup as 'Company XYZ 'for 3500

Company ABC - has a pilot point of 3510 - Speed dial setup as 'Company ABC' for 3510

Company 123 - has a pilot point of 3525 - speed dial setup as 'Company 123' for 3525

*there are approximately 30 of these.

When the call arrives at the CAC, it is displayed as 'incoming call 3500 (Company XYZ) to 3801 (which is the first member of the hunt group for that CACPP)'.

If a call for a different company arrives at the CAC it is displayed as 'incoming call 3510 (Company ABC) to 3801 (which is the first member of the hunt group for that CACPP)'

ISSUE:

When the call has arrived at the CAC it is showing up as the TP/CACPP (DN 3500) which is what we need to do in order to distinguish between the multiple clients. However, when the operator then transfers the caller to the individual clients DN, it is showing up still as DN 3500 as opposed to the the external callers Caller ID. For example:

External caller 555-222-2324 calls 111-222-1500.

DN 1500 gets routed over the trunk between the 2 CCM clusters (with the settings to use and allow the external mask of the caller); it then gets translated into DN 3500 which is the CACPP for the company. It rings the first available member of the hunt group Operator1 line2 (DN3801). It looks like 'incoming call 3500 (Company XYZ) to 3801'. Operator 1 answers the call. The caller requests to be transferred to DN 1537. Operator 1 transfers the call to DN 1537. Call rings on DN 1537's phone, however the call displays as DN 3500 calling DN 1537 on the phone as opposed to the external callers caller ID 555-222-2324.

QUESTION:

How can I get the ability to display the external caller ID when the operator transfers the caller from the CACPP, while leaving the ability to distinguish between clients and not be limited by line appearances?

Thanks in advance.

3 REPLIES
Bronze

Re: Cisco Attendant Console - Caller ID with Multiple Pilot Poin

Try bug - CSCeg53806

New Member

Re: Cisco Attendant Console - Caller ID with Multiple Pilot Poin

not sure if you sent me the right bug or i am just missing the boat, but this bug is dealing with deleting pilot points:

CSCeg53806 Bug Details

Pilot Point deletion fails with certain operation

Description:

Launch CCM Admin and select Application>Cisco CM Attendant Console>

Pilot Point. Create multiple Pilot Points with AddNew button then go to

Find/List (Pilot Point) page. Check multiple Pilot Points and click

Delete Selected. The first Pilot Point in the list is deleted but rest of

them are not deleted and become un-deletable.

Environment:

CCM 5.0.1.0-275

w/ LI 5.0.1.1-609 JPN

Client PC

Japanese Windows 2000 Professional Sp4

w/ MS IE 6.0 SP1

Workaround:

None.

New Member

Re: Cisco Attendant Console - Caller ID with Multiple Pilot Poin

From the A.C., if your operator uses the option for "Direct Transfer" not regular "Transfer" then you will maintain the initial caller ID.

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