UCCX – Preserving Original Dialed Number
Recently I was provided a challenge. A customer has a call center with a large number of DIDs that all point to a single script and all calls are handled by a single group of agents. The unusual part is that they did not want to determine the queue based off which number however they wanted the prompts to change depending on the DID that it came in on.
Obviously one could add a trigger for every number but this customer wanted to be able to determine all the prompts to play based off a database table and the number in that table is the DID not a trigger. While I could simply extend the table I wanted to enable them to add new numbers without having to make changes to UCCX. This ended up actually being fairly straight forward.
The first thing you need to do is ensure the number hits CUCM un-altered. This means no translating on an H323 gateway. Doing this means you would traditionally have a translation pattern for that number going to the UCCX Trigger. Instead of doing that add a CTI Route Point and have that CTI Route Point forward all call to the trigger. What this does is populate the “Last Redirected Number” field of Call Contact Info. As a result you can now problematically access what originally dialed number even though all calls hit the single trigger.