Cisco Attendant Console - Caller ID with Multiple Pilot Points
CallManager 4.1(3) cluster
CallManager 5.1(2) cluster
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)'
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.
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?
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...
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