AACC 6.2 SIP, CS1K 7.5 and AAAD Phonebook

[Skaret]

In Agent Desktop (AAAD) the agent can search for users phonenumber using the Phonebook. The phonenumer is pulled from the LDAP server - in this case Active Directory. The phonenumer is in E.164 format (+yyxxxxxxxx, where yy is countrycode and xxxxxxxx is the phonenumber).

When an agent needs to call a user, using the Phonebook, this is not possible bacause the number is in E.164 format and the CS1K does not understand the format (+yyxxxxxxxx). The CS1K only accept phonenumers in without countrycode (+yy).

The Active Directory needs the phonenumber in E.164 format because of Microsoft Lync and multicountry company.


Questions:
1. Is there a workaround for E.164 numbers in Phonebook with AACC 6.2 SIP and CS1K 7.5?

2. If the agent needs to call a colleague internal (5 digits) using the phonebook - how can this be done? Least Cost Routing?

 

[hached]

The only thing I can think of is building an SPN/RLI/DMI to strip the necessary digits and pass the call along as an internal call. Do the DID's match the extension numbers?

It's an interesting problem, not sure how most deal with this issue..