UCA Softphone showing ACD Caller ID

[mdoubleu84]

Does anyone know how to do this?

We are trying to display the names of the Queue on incoming calls instead of the CID.

This is a hosted solution consisting of a vMAS 5.0, vMBG 8.0, and vMCD. The users are ACD agents, running UCA MiNet softphones as Teleworkers with no deskphones. Agents can log into the ACD via UCA and receive calls, however the name of the queue is not displayed in the UCA call notification window. This is a "must have" for the customer, as they are converting from PrairieFyre to UCA ACD agents.

 

[Supernova99]

Yes this is an option in the CoS of the Agent
Set the feature 'After Answer Display Time' to 10 secs (the default is blank)

From the help
Enter the length of time (0-60 sec) a call path or hunt group name is displayed on a Mitel display telephone after an ACD 2000 agent answers a call. A value of 0 (zero) causes the path to be displayed for the duration of the call after the agent answers.



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[mdoubleu84]

Well I tried this and it still isn't showing up the call path. Even after I answer the call.

And we are trying to have the customer see the path before they answer. We have several agents who are in multiple queues and have different scripts for answering each one.

 

[Supernova99]

Are the ACD queues and Agents softphones on the same system?
Also have you tried to see if this works on a physical phone? this would eliminate the softphone if it is the same behaviour.

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