Caller Number for call Back request to be displayed on Agent screen

[singh414]

Hello All,

We are using a simple call back option for giving a caller to leave a call back option.

Once the next agent is available the call back is made and it is working fine but the number which gets displayed on the Agent screen is the topic number on which he has left a call back request.

Is there a way that instead of displaying the topic number details on Agent screen the actual called number can be displayed. Any suggestion to achieve this would be of great help.

Thanks & Regards,
Singh414

[kruegerb]

How is the call back configured ?as dialer call job?
.

[singh414]

Hello Kruegerb,

We are using a simple call back IVR call flow present in the IPOCC installation folder in which caller leaves a call back request during out of office hours with topic ID, CLI, and call job details getting inserted in the database. During the next available agent time a call back is made by the dialer using a topic ID on which call back has been left.

Thanks & Regards,
Singh

[kruegerb]

That is not normal behaviour . Normally the destination number is shown.
Some things special? Trunk type? Phone Typ? Which version ,especially Ipotaskserver?

[singh414]

We are using 9.1.6 and this is being faced on Avaya console which is integrated on Salesforce portal.

It is normal E1 trunk with IP phones

[kruegerb]

I see. that's an issue of the sales force client, during preview time only the topic name is displayed, in the moment the call to destination is started (ringing at destination) and during conversation the destination number and in case of known customer the Name from Salesforce is displayed.
In case of using IPOCC UI or WebUI also during preview time the number is displayed