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Cisco Bug: CSCvs74707 - Seeing unmodified calling party number on finesse as calling number

Last Modified

Jan 24, 2020

Products (1)

  • Cisco Unified Contact Center Express

Known Affected Releases

11.6(2) 12.0(1)SU0.1

Description (partial)

Symptom:
Business requirement where in we want the external phone number mask to be displayed on Finesse as Calling number . The calling number on finesse desktop shows as unModifiedCallingParty  number instead of callingParty number

Conditions:
The call flow is Irrespective of any CCX version last tested on 12.0
++ Call Flow : 5002 >> 5012(TP) EPNM Checked on Calling party >> 1010 (CTI route Point) >> Agent
++ In this case callingParty = 8376915002 and unModifiedCallingParty = 5002
118454: Oct 09 18:54:26.029 IST %JTAPI-PROTOCOL-7-UNK:(P1-10.127.226.50) received Event: com.cisco.cti.protocol.NewCallEvent {
eventSequence = 726
lineCallManagerID = 1
lineID = 248
lineHandleSpecified = true
deviceName = Trigger
callCallManagerID = 2
callLeBusiness requirement where in they want the external phone number mask to be displayed on Finesse as Calling number . This is irrespective of any version of UCCX and CUCMgID = 36834395
globalCallManagerID = 2
callID = 3053
callingParty = 8376915002
calledParty = 1010
originalCalledParty = 1010
state = 2
origin = 2
userData = null
auxiliaryData = 1
farEndpointCallManagerID = 2
farEndpointType = 1
reason = 1
callingPartyName =
calledPartyName =
originalPartyName =
lastRedirectingParty =
lastRedirectingPartyName =
callingPartyDeviceName = SEP0CD996901B22
bRemoteInUse = false
parentCallManagerID = 0
parentCallID = 0
bPrivacy = false
mediaDeviceName =
mediaResourceId = 0
unModifiedCallingParty = 5002
unModifiedCalledParty = 1010
unModifiedOriginalCalledParty = 1010
unModifiedLastRedirectingParty =
callingPartyPi = true
callingPartyNamePi = true
calledPartyPi = true
calledPartyNamePi = true
originalCalledPartyPi = true
originalCalledPartyNamePi = true
lastRedirectingPartyPi = true
lastRedirectingPartyNamePi = true
unicodeCallingPartyName = com.cisco.cti.protocol.UnicodeString {
unicodedisplayName =
count = 0
sizeofElement = 2
The number which gets displayed on finesse or gets captured as calling party number in the get call contact info is the unModifiedCallingParty = 5002
And not the EPNM which is getting through UCCX as calling party number callingParty = 8376915002
The Agent Phone displays the EPNM number as calling number .
Also  we added the desired number to a calling party transformation mask. And applied CSS on the Calling phone Caller ID part. On the phone it displays the information correctly but on Finesse it still displays the unmodifiedcalling party
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