Imagicle UCX Cloud Suite - all versions
There are two Webex Control Hub configurations which impact the consultation transfer from Imagicle queue to relevant operators:
This setting dictates which phone number to take into consideration for Caller ID purposes. Standard setting is like below screenshot:
If customer configures above setting with "Location number" or "Assigned number from user's location", then Advanced Queuing can't correctly correlate the ringback signalling coming back from Webex Cloud with the actual operator's personal phone number, causing wrong statistics data retrieval in selected reports and incomplete Caller ID display in Imagicle Attendant Console.
This setting dictates which phone number is added in Webex SIP signalling as Caller ID. Standard setting is like below screenshot:
If customer adopts "ESN" as Caller ID format, again Imagicle can't correctly correlate the ringback signalling coming back from Webex Cloud with the actual operator's phone number in +E.164 format, causing wrong statistics data retrieval in selected reports.
If customer wants to keep above settings different than standard setup, then Imagicle needs to apply a specific configuration in its Cloud SBC. Please contact Imagicle Support for details.