We are using IPCC 7.5 ,CAD Server 7.5 . We are using ip phone agent on the phone for the login of the agent . When the agent has answered the call . he sees the DNIS (say 40006 ) on the on the ip phone screen . mY requirement is that the instead of DNIS number , the agent should see the Skill group name .instead of DNIS number .
 
 
Do i have to change something in the script to acheive  this , or do i have  to change something in theWorkflow  from Desktop
Administrator
 
Anupam