2594974 - Original caller's number is not displayed in MTD devices when assigned via queue or transferred from a queue to an agent | SAP Knowledge Base Article

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2594974 - Original caller's number is not displayed in MTD devices when assigned via queue or transferred from a queue to an agent

Symptom

  • You are running SAP Contact Center Support Pack 10 and lower
  • Queues calls that are allocated to agents answering the calls from an MTD (Multiterminal Desktop) do not display the original caller's number (so called Anumber)
  • The same problem happens when calls are forwarded from one queue over to the agent who is serving in MTD mode
  • It is working for external agents when using the advance configuration parameter "firstANumberAsRNumber", but when using MTD only the queue number is displayed

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Environment

  • SAP Contact Center 7.0.7
  • SAP Contact Center 7.0.8
  • SAP Contact Center 7.0.8.100
  • SAP Contact Center 7.0.9
  • SAP Contact Center 7.0.10

Product

SAP Supplier Relationship Management 7.0

Keywords

external agent terminals, MTD, Anumber, Original number, caller number, transfer, Multiterminal, Rnumber, Original Anumber, Use R Number, Source Number, CRM-CCI, Contact Center, BCM, , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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