AACC 6.2 SIP, CS1K 7.5 and AAAD Phonebook

[oleskare]

In Agent Desktop (AAAD) the agent can search for users phonenumber using the Phonebook. The phonenumer is pulled from the LDAP server - in this case Active Directory. The phonenumer is in E.164 format (+yyxxxxxxxx, where yy is countrycode and xxxxxxxx is the phonenumber).

When an agent needs to call a user, using the Phonebook, this is not possible bacause the number is in E.164 format and the CS1K does not understand the format (+yyxxxxxxxx). The CS1K only accept phonenumers in without countrycode (+yy).

The Active Directory needs the phonenumber in E.164 format because of Microsoft Lync and multicountry company.


Questions:

1. Is there a workaround for E.164 numbers in Phonebook with AACC 6.2 SIP and CS1K 7.5?
2. If the agent needs to call a colleague internal (5 digits) using the phonebook - how can this be done? Least Cost Routing?

[drajput]

In Agent Desktop (AAAD) the agent can search for users phonenumber using the Phonebook. The phonenumer is pulled from the LDAP server - in this case Active Directory. The phonenumer is in E.164 format (+yyxxxxxxxx, where yy is countrycode and xxxxxxxx is the phonenumber).

When an agent needs to call a user, using the Phonebook, this is not possible bacause the number is in E.164 format and the CS1K does not understand the format (+yyxxxxxxxx). The CS1K only accept phonenumers in without countrycode (+yy).

The Active Directory needs the phonenumber in E.164 format because of Microsoft Lync and multicountry company.


Questions:

1. Is there a workaround for E.164 numbers in Phonebook with AACC 6.2 SIP and CS1K 7.5?
2. If the agent needs to call a colleague internal (5 digits) using the phonebook - how can this be done? Least Cost Routing?

Normalization rules decided how dialed digits are being manuplated once client dial those digits....say user want to call back but if he dials full number then normalisation rules apply and that manuplate that number and convert to number we really want to send out then after to CS1K.

Please check configuration guide of CS1K you have that has details for same or get open Service Request for same.

-devi