Phone/Workstation Screen pops - Caller ID

[starr0stealer]

We are trying to setup screen pops and Caller ID. So that when our Management calls an Agent directly, it will display the name or message inside the database.

We can succuessfully add them for VDNs and the screen pop works, but when we add our Ext. and attempt to pop the screen it doesnt happen.

Our phone systems directory works, so it shows on the Phone Caller ID, but when agents are live taking calls, they are on the next screen of the phone and dont see the Caller ID.

We use the Agent software, from the CCE 2.1
I am the IS Engineer. But I work directly with the Telecom Coordinator, so I can get any information needed.

How can we get this result working in our system.

 

[starr0stealer]

Ok, we have the pop up throw a first window to show us the DNIS and DN being passed during the call.

When the Phone calls, the DNIS somehow is the phone were calling, and the DN is the phone were calling from.

 

[elvislives]

I'm not sure what you mean by pop up. Do you mean the display of the phone? I'm assuming this is a call coming through a vdn and going to a hunt group?

So when the user is on a call and another call comes in, the display on the phone doesnt show where the call is coming from?

 

[starr0stealer]

No the Pop up is threw a program called "Agent"
Its part of CCE "Contact Center Express"

http://www.avayacontactcenterexpress.com/

Its more of an addon to the system basicly.

It will allow for a popup of the 'name' of the VDN and split/skill of the call.

We are trying to do this, but with a Manager EXT , being the vdn..