Agent phone displays 2

[nconick]

When a call comes into an agent, the queue or skillset name should display on their phone. Where does this "come from"? I have made some recent changes to CDN's with new names but the "old" CDN names are showing on the agent phones. How do I correct this?

 

[Milesprower]

The phoneset display is set up under the configuration function on Web Client/CCMA. You set what you want to display on agent phones when call center (CDN) calls are delivered to the phoneset.

Typically, the information is CDN Source Name or Skillset Name. If you are displaying Skillset Name, then changing the CDN name will not change the phoneset display.

This is a global setting. As soon as you save a change, every phone will follow the new display setting.

 

[nconick]

They are using the Classic Client w/ SCCS 4.2. Where in the CC would that configuration be?

 

[monkeybarfan]

Switch Administration > Phoneset Displays