How to use Alternative Caller ID

Introduction

When using the interceptorThe Interceptor is a service installed on the Lync / Skype for Business Front End(s). It monitors all the calls going over it. When a call going to or coming from an Agent it will come in to action. By intercepting that call and redirecting it you the Anywhere365, it lets you manage the Direct Inbound and Outbound dialogues of the Agents., the caller ID presented for calling out can be configured with the following options:

In this scenario we will be explaining how to use alternative caller id.

 

Requirements

 

 

Configure

  1. First make sure you have at least one Agent in there.
  2. Next add the following setting:
    UseOutboundAudioRecording - Value = True
    This will make sure that all Outbound calls to the Agent go over the UCC.
    Learn More
  3. Next add the following setting:
    UseOriginalIdentityWithOutbound- Value = True
    This will make sure that all Outbound calls of the Agent use the Agent's uri.
    Learn More
  4. Next go the Agent list en fill in the field "Alternative Caller Id".

Warning In case the AlternativeCallerId field is not specified correctly, the agent Sip Uri is used instead.

 

Loggin​​​g Messages​

The following log messages are available to check if the Alternative Caller ID is working properly:

Log message​​​

Description

​2017-08-11 14:56:28,408 [5] INFO  - 074d8a8d-af20-4ee4-b78f-8692559c3cc3 Hunter impersonation uses Agent Caller Id: 'sip:agent@domain.com' with Display Name: ''

​​The agent caller is used by the outbound call. 

​​2017-08-11 14:44:08,222 [16] INFO  - 73111270-5247-4f4b-8963-e7133bdbd38e Hunter impersonation uses application endpoint. Owner Uri: 'sip:ucc@domain.com', Owner Phone Uri: '' ,  with Display Name: ''

​​Log message to shows that for impersonation the application endpoint is used. This is the case when setting UseOriginalIdentityWithOutbound is set to false.

​2017-08-11 15:15:17,829 [73] INFO  - ec4fecc3-2c33-4d29-bdc8-6b0729e3ab33 Hunter impersonation uses Alternative Caller Id:  'sip:alternative@domain.com' for Agent with Sip: sip:agent@domain.com

​​Shows that impersonation uses the alternative caller id of the the indicated agent.

​2017-08-11 15:23:46,158 [15] WARN  - 9a103491-925f-4b21-b6b9-46109e4cb62a Hunter impersonation Alternative Caller Id: 'sipthisisnotvalid@domain.com' not a valid uri. Using sip:agent@domain.com' instead.

​The alternative Caller Id is not defined correctly. The agent Sip is used instead.