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Old 06-19-2015, 05:09 AM
ghall1 ghall1 is offline
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Question IPO Incoming Call Route Tag to display in IPOCC

I have a Customer who is moving from CCR to IPOCC and they currently use the IP Office Incoming Call Route Tag to display the name of the Customer on the Avaya handsets and the calls are routed to 1 of 3 Agent Groups.

I have tested this with IPOCC and the ICR Tag is not displayed on the Avaya handset or the IPOCC Client.
For reference we can't use Customer entries in the IPOCC configuration as the Tag is based on the Incoming DDI dialled and not the Incoming CLI of the Caller.

This leaves me with the headache of having to setup over 100 Topics & Callflows just to display the Customer name, is there any easier way to do this?
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Old 06-22-2015, 10:46 PM
bennylu bennylu is offline
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I think you have to use different topics to get reports on calls from different indials. My question is whether there is an easy way to copy & paste the same task flow to different topics?
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Old 06-23-2015, 01:02 AM
kruegerb kruegerb is offline
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you can use the IPOCC customer identification, import customer data (name, number, email,...) in configuration -> customer.
In case the caller number is identified, the name will be shown in IPOCC client
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