Openscape 4000Customer caller ID will be sent to a third party PABX

[aperolina72]

When an agent makes a consultation call, OS4K currently delivers the agent's extension number to the third-party PABX subscriber.
I understand that this is the default behavior.

However, in most contact centers, when agents make consultation calls, the customer's CID is delivered to the consultation target instead.
Our contact center administrators are requesting that the customer's CID be sent to the third-party PABX subscriber instead during consultation calls.

 

[sbcsu]

You will have to adjust CSTA parameters - you might be better to submit a ticket to Mitel

 

[aperolina72]

We tried as well to do a test call direct on the agent using hard phone and transferred the call to the 3rd aprty pabx extension, only extension number of openscape 4000 appeared instead of the customer caller ID

 

[Moriendi]

A calls B. B makes consultation and calls C. It is correct that B is the caller ID in the call to C. A is not making the call, B is. When B transfers the call with transfer button, hangs up, whatever, the new connected party info (A) should be delivered to C at the time of the transfer. That is what I would expect to happen in this scenario. A trace should show what is happening.

 

[aperolina72]

View attachment 1249]

 

[aperolina72]

A calls B. B makes consultation and calls C. It is correct that B is the caller ID in the call to C. A is not making the call, B is. When B transfers the call with transfer button, hangs up, whatever, the new connected party info (A) should be delivered to C at the time of the transfer. That is what I would expect to happen in this scenario. A trace should show what is happening.

this is right A caller ID should appear in C (3rd party pabx)

 

[aperolina72]

this is right A caller ID should appear in C (3rd party pabx)