AACC 6.2 SIP and CLID on agent set

[oleskare]

Running AACC 6.2 and Avaya CS1000E 7.5.

When an incoming call is presented on the Agent Desktop, the customer CLID is presented OK in the Agent Desktop. On the agent set, the DSC (Route Point) is presented.

Is it possible to present the customer CLID on the agent set also?

In the wireshark logs it looks like the AACC sends the Route Point back to CS1K - not the customer CLID.

[neumanna]

Are you using SM or NRS?

[oleskare]

Customer is using NRS

[neumanna]

Hi,
in my lab environment it is working fine. IP set is showing CLID even if caller came from AACC via NRS back into Cs1k.
But have no idea why not in your system. May opening a SR would help?
Do you have SU05 lineup?

[oleskare]

Yes, I got the SU05 lineup. Could you please post the config of SIP DCH, SIP RDB and SIP TRUNK?

[neumanna]

Hi,
was trying in lab again, and you are right. The CLID is just shown in AAAD.
But this is what i'm remembering:
If in script the call is routed again to an extension or to an external number, the CLID is shown in display:

queue to skillset

default_skillset

wait

2

route call 22327

or do a route call to PSTN the original CLID is seen in phonesets display.

The NRS is "forwarding" the CLID in the DCH SETUP Message.

FYI this is not working on ACM with SM and AACC. Opened GRIP for this.

Sorry for the confusion I gave to you.

[apparao]

Hi All,'I have the same issue.Is there any solution for this?
Regards
Rao

[stphnwd]

The reason you do not get CLID on the agent's phone when the contact is routed to the agent is because in SIP the customer and agent are actually conferenced together. When the AACC reaches out to the agent the AACC sends a SIP INVITE from the CDN to the agent's phone. The agent and customer audio are conferenced at the AMS. This is curerently design intent as this is how conferencing works.

If party #1 called part #2 then party #2 would see party #1's CLID. If party #2 conferenced in party #3 then party #3 would see party #2's CLID.