Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on May 01, 2013, 10:58:04 AM

Title: Show Caller ID using Interaction Workspace?
Post by: PFCCWA on May 01, 2013, 10:58:04 AM

Hello,

We have started to use Interaction Workspace however the caller id is no longer displaying - was ok when using GAD.
To achieve this on GAD we applied the option to the person record in CME/GA as below:
In Annex..
section=voice
option=cpn-digits
value=0800

Also tried option=CPNDigits but no luck.

Does workspace need a different setting?
I cant find a reference to this in the deployment guide, a seach within the solution site.
We are using workspace 8.1.4, sip 8.1.0...

Thanks,

Title: Re: Show Caller ID using Interaction Workspace?
Post by: cavagnaro on May 01, 2013, 06:10:41 PM

CallerID is the ANI?

Title: Re: Show Caller ID using Interaction Workspace?
Post by: René on May 01, 2013, 08:08:13 PM

Hi,

cpn-digits is supported by GDesktop only. I'm not aware of any such feature being supported by IWS. However, it may be possible to achieve the same using T-Server. What PBX/switch and TServer version do you have?

R.

Title: Re: Show Caller ID using Interaction Workspace?
Post by: cavagnaro on May 01, 2013, 11:31:35 PM

What are CPN digits? I always read of them but no clue as no scenario anywhere I saw I think...

Title: Re: Show Caller ID using Interaction Workspace?
Post by: cavagnaro on May 02, 2013, 12:33:40 AM

Ok, searched a little bit and guess what you want to do is to show your customer a certain number based on the campaign or customer you dial?
How does this work on other countries? Can you send any number as you want to present to your customer? Telcos allow this? Very curious...

Title: Re: Show Caller ID using Interaction Workspace?
Post by: PFCCWA on May 02, 2013, 08:17:56 AM

We are using Avaya Media Gateway, SIP Server 8.1, GVP 8.1.5, Workspace 8.1.4...

GAD allows the ability to present an a number (ANI) to the called party by individual agents.
We also have outbound where it is possible through the option below within campaign group.
In Annex..
section=OCServer
option=CPNDigits
value=0800000000

Some of our agents manually dial out and dont belong to an outbound group so require a separate presentation number.

thanks.

Title: Re: Show Caller ID using Interaction Workspace?
Post by: Kubig on May 02, 2013, 09:36:38 AM

In this case,  where IWS does not support CPN digit as the GAD, you have to solve it for example via differents prefix which will lead to some translation of Calling Number on PBX site

Title: Re: Show Caller ID using Interaction Workspace?
Post by: René on May 06, 2013, 06:17:34 PM

Hi,

SIP Server allows you to configure cpn on Extension DN level so it may be a solution for you. If you need it on agent level then IW customisation would be the only way forward for you.

R.