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internal or external

Is there a method in IPCC express to let an agent know if a call came from an interal user or external?

thanks

1 REPLY
Silver

Re: internal or external

If you are using Cisco Agent Desktop and your internal extensions are not 10 digits, then you can use ANI to differentiate the call as internal or external. All external call would be 10 digits and internal calls would be 4 or 5 digits.

Here is how you can pass the ANI to the agent desktop.

1. Use the "Get Call Contact Info" step to capture the ANI

2. Use the "Set Enterprise Call Info" step to set the ANI as an enterprise data variable.

3. Use the Cisco Desktop Administrator to configure the Enterprise Data to be displayed to the Cisco Agent Desktops.

Regards,

Anup

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