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Community Member

How to make IPCC send the external caller ID instead of cti port directory

Hello,

I have implemented CCM 4.1 and IPCC 4.0 and everything seems to be OK. I have a short IVR which presents at the beggining of the call. The problem is that when the call comes inside , in the Received Calls is displayed the directory number of the CTI port instead of the external caller ID, caller number! This thing makes impossible redialing the number of the person who called you! Do you think that it is somehow possible to make the IPCC send the real caller ID?

thank you very much

2 REPLIES
Anonymous
N/A

Re: How to make IPCC send the external caller ID instead of cti

Call Manager creates a new call leg (new call id, etc) from the CTI Port to the Agent. At this point in time, the only thing the destination phone knows about is this particular call let. Therefore, it can only display the calling number of the source of the call leg, ie. the CTI Port. When the call is answered, Call Manager joins the two call legs and then updates the calling number in the IP phone display. Therefore, after the call is joined, the display of the IP Phone should display the original calling party number.

Bronze

Re: How to make IPCC send the external caller ID instead of cti

this behavior is by design if you use phone service for agents. however, if the agent is using the agent desktop software, the calling party number is displayed before answering the call!

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