Introduction
This document describes the steps in order to set the desired Calling Line Identification (CLI) for the agent's IP phone.
Prerequisites
Requirements
Cisco recommends that you have knowledge of these topics:
- Customer Voice Portal (CVP) comprehensive call flow
- Intelligent Contact Management (ICM) scripting
- Expanded Call Context (ECC) variables
Components Used
The information in this document is based on CVP 10.0(1).
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.
CLI on Agent's IP Phone Shows CVP_10_0_1_0_0_0_490
Condition
In the CVP comprehensive call flow, when call hits the gateway and matches the dial-peer that has CVP survivability applied.
Solution
Starting from CVP 8.0(1), there is an option to populate the display name that goes out to the agent's IP phones to anything you like. An ECC variable call.user.microapp.override_cli was introduced specifically for this purpose.
By setting this value to the appropriate value from the Unified Contact Center Enterprise (UCCE) scripting before you send the call to the agent Queue To Skill group node, you can set the calling ID to whatever you like, which includes your Autonomic Networking Infrastructure (ANI) that is also available as a variable in the UCCE script.
Caution: After you add this variable in ECC variable list, do not forget to recycle VRU PG.
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