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  • Group name does not display on phone

    Hi All,

    I have a bit of an issue here.

    I am knee deep in setting up a CC 5.0 for a client but they are NOT using any agent toolbar or CM software the problem is the Group name does not display on the phone like it does in the base Shoretel system. This problem prevents the agent(s) to answer the phone correctly.

    This is the first time I have installed a CC without the toolbar or CM for the agents so I have never ran into this issue before. I installed the toolbar on my laptop and it does display the name as it should...all the phone shows is the caller ID of the incoming call.

    Oh, Shoretel build is 13.24.5910.0.

    We are in a bit of a time crunch as the customer has moved up the cut date to tomorrow morning so we are scrambling a bit here... I called TAC but since the system is not in production yet they are not able to help.

    Thoughts?!? Ideas?

    Thanks a ton!

    Chris

  • #2
    Hi,

    ECC cannot show group IDs on the phone itself but it does show information on the agent toolbar.
    Here is what you need to do:
    1. On the agent toolbar press the setup button
    2. In the toolbar tab select window in the category section.
    3. Add the call status window to the toolbar.
    4. Close the setup and press the call status button.

    You will see a bunch of columns in this window. Whatever you set up here will show on the agent toolbar when a call comes in. So you can add and remove data from this window. Play with it a little and you will see what I mean.

    BTW, who did you talk to in support?
    Last edited by gulu; 04-22-2009, 09:21 PM.

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    • #3
      Chris,

      Are you using DNIS mappings to route the call into the ECC IRNs? The DNIS name should be carried forward when ECC sends the call to the agent's extension.

      - Bob

      Comment


      • #4
        Originally posted by gulu View Post
        Hi,

        ECC cannot show group IDs on the phone itself but it does show information on the agent toolbar.
        Here is what you need to do:
        1. On the agent toolbar press the setup button
        2. In the toolbar tab select window in the category section.
        3. Add the call status window to the toolbar.
        4. Close the setup and press the call status button.

        You will see a bunch of columns in this window. Whatever you set up here will show on the agent toolbar when a call comes in. So you can add and remove data from this window. Play with it a little and you will see what I mean.

        BTW, who did you talk to in support?
        That works but they were not planning on running a Toolbar. We did have to end up doing that though. I have discussed the TAC issue with our area sales engineer and we have it all figured out not issues. Thanks for the idea.

        Originally posted by BLenarcik View Post
        Chris,

        Are you using DNIS mappings to route the call into the ECC IRNs? The DNIS name should be carried forward when ECC sends the call to the agent's extension.

        - Bob
        Yes I am using DNIS mappings bit it still does not display the name on the phone.

        We are using the toolbar so that has cleared up the issue (sort of).

        Thanks guys,

        Chris

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