One X Agent : Caller ID shows wrong name when number dialled from contact list

Doc ID		SOLN273849
Version:		1.0
Status:		Published
Published date:		24 Aug 2015

Author:

Dan Morrissey

Details

Contact List issue in One-X Agent. Two contacts that have the same number always displays the name of the first contact added.

Re-create the issue, the following steps were taken:

Created 3 contacts in the Agent GUI in the following order with the same ‘work’ number
- Test Ztest 18005551234
- Test Mtest 18005551234
- Test Atest 18005551234
Then proceeded to call the Atest contact via the contact list.
The call gets placed, but the Caller ID being displayed is the Ztest user that was added first.
Deleted the Ztest contact and again dialled the Atest contact via the contact list and the Mtest user was displayed as the caller ID

Problem Clarification

When One X Agent contacts have entries with the same phone number, when the user chooses to dial from the contacts list, it displayed the FIRST entry added to the contacts list with that number, not the name associated with the entry that is being dialled.

Cause

Working as designed.

When making an outgoing call to a number from contact list, initially One-X Agent prints on the Voice Interaction bar the contact name from the contact list. Then it receives the name and number of remote party from CM in PhoneDisplayEvent. One-X Agent searches the contact name in contact list by this received number, and refreshes the name on the Voice Interaction bar.

The intention of the contact list is to have unique phone numbers.

Solution

Create a GRIP request to have the functionality of the application changed to suit their business needs.

As a work around solution, place a '#' (or any other special character that will be stripped during dialling rules being envoked) at the end of the phone number in one of the phone numbers to ensure that record is unique.

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