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CC/ECC don't support Caller ID Name?

Mar 17, 2010 01:00 AM PDT
Jeremy Vignaux
Harbor Networks
Is it true that CC and ECC don't support Caller ID Name for inbound calls? There doesn't appear to be a column available in Agent toolbar screens to show this information, nor does it appear in any reports such as Abandoned Call Log Report.

If we use ECC PCM integration, we loose the ability to see the name of the caller unless we display the Agent Toolbar AND PCM - this seems a bit silly.

Can anyone confirm this? If so, are there plans to address it or is it one of those architectural issues that will take years to fix?
Mar 18, 2010 10:11 PM PDT
Jeremy Vignaux
Harbor Networks
ShoreTel has confirmed that ECC doesn't support Caller ID Name.
Jul 28, 2010 12:21 AM PDT
Brian Larmor
Oakland Community College
Is this being corrected in a future release?

I am using ShoreTel 10.1 with ECC 5.1 and the problem is still present.
I would like to be able to use the integrated toolbar, but not with a loss the the call history information available to the agents.

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