How to use Alternative Caller ID
Introduction
When using the The Interceptor is a service installed on AnywhereNow. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an UCC it lets you manage the direct inbound and outbound dialogues of the contact center agents., the caller ID presented for calling out can be configured with the following options:
- The ID presented is the ID of the Unified Contact Center.
- The caller ID presented is taken from the agent ID.
- An Alternative Caller ID is presented. This alternative ID can be specified per agent.
In this scenario we will be explaining how to use alternative caller id.
Requirements
- Enterprise license or higher.
- A default configured A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location., with:
- See: Agents
- Interceptor installed and configured:
- See: Install Interceptor
Configure
-
First make sure you have at least one Agent in there.
-
Next add the following setting:
EnableOutboundInterception - Value = True
Note
Prior to the DC2024.01 update, the setting was referred to as UseOutboundAudioRecording
This will make sure that all Outbound calls to the Agent go over the UCC. Setting can be added in UCC General Settings
-
Next add the following setting:
UseOriginalIdentityWithOutbound- Value = True
This will make sure that all Outbound calls of the Agent use the Agent's uri. Setting can be added in UCC General Settings
-
Next go the Agent list en fill in the field "Alternative Caller Id".
Warning
In case the AlternativeCallerId field is not specified correctly, the agent Sip Uri is used instead.
Logging Messages
The following log messages are available to check if the Alternative Caller ID is working properly:
| Log message | Description |
|---|---|
|
2017-08-11 14:56:28,408 [5] INFO - 074d8a8d-af20-4ee4-b78f-8692559c3cc3 Hunter impersonation uses Agent Caller Id: 'sip:agent@domain.com' with Display Name: '' |
The agent caller is used by the outbound call. |
|
2017-08-11 14:44:08,222 [16] INFO - 73111270-5247-4f4b-8963-e7133bdbd38e Hunter impersonation uses application endpoint. Owner Uri: 'sip:ucc@domain.com', Owner Phone Uri: '' , with Display Name: '' |
Log message to shows that for impersonation the application endpoint is used. This is the case when setting UseOriginalIdentityWithOutbound is set to false. |
|
2017-08-11 15:15:17,829 [73] INFO - ec4fecc3-2c33-4d29-bdc8-6b0729e3ab33 Hunter impersonation uses Alternative Caller Id: 'sip:alternative@domain.com' for Agent with Sip: sip:agent@domain.com |
Shows that impersonation uses the alternative caller id of the the indicated agent. |
|
2017-08-11 15:23:46,158 [15] WARN - 9a103491-925f-4b21-b6b9-46109e4cb62a Hunter impersonation Alternative Caller Id: 'sipthisisnotvalid@domain.com' not a valid uri. Using sip:agent@domain.com' instead. |
The alternative Caller Id is not defined correctly. The agent Sip is used instead. |