Call Telemetry for Cisco

# Changing Caller ID and Called Number in Realtime

# Feature Overview

Modifiers within rules can change callflow with flexible matching and API integrations. These rules can change the calling or called number before the call is routed to it's original destination.

There are two ways to use modifiers:

  • Static Modifiers - Static values within rules applies to calling or called data
  • Dynamic Modifiers - You can use Call Telemetry Apps lookup data from APIs like a webhook CRM or Spam Robocall Score API, and change call data dynamically in realtime.

# How is this different from using standard Cisco Translation and Transformation rules?

Rules can reroute based on Called Party or Calling Party matches, without changing any Partitions or Calling Search Spaces, just by using a policy on the pattern or device. That's not possible with standard Cisco Callmanager Transformation and Translation Patterns.

# Feature Requirements

# Dynamic Caller ID and CRM Integrations

These fields can be changed with modifiers. They will change the Caller ID Name and Number shown to the called party.

# Call Modifier Fields

  • Field: New Calling Number - Caller ID shown to the called party
  • Field: New Calling Name - Calling Party Name shown to the called party
  • Field: New Called Name - Caller Name shown to the calling party

# Caller ID Name lookup via API or Database

You can leverage your own Caller ID lookup by integrating Call Telemetry Apps to create a CRM lookup without coding or other customer CRM integration for Cisco Callmanager.

For example, you can use the Webhook App to query a CRM API for the caller's name, and replace the caller's name with your CRM name returned from the API.

Here is an example screenshot from the Rules page showing a dynamic workflow variable used:

Policy Rule App modifiers - showing changing caller ID name and number on a rule

Here's an example of data that can be returned from a sample API - in this example it is the Star Wars API. They don't have phones in space, but they have queriable IDs - and that's all it takes to get a name.

Visit our Webhook CRM App Guide for a full walkthrough of how to use the Webhook App as a CRM Connector with Cisco Callmanager.

Example screenshot showing webhook data in the Call Test results page:

Example showing how Webhooks insert data to a call

# Using Call Telemetry as a CRM Connector for Cisco Callmanager

# PostgreSQL CRM App

You can query any PostgreSQL instance for a caller's name. This example queries a student database for the caller's name. We have a video demonstrating the entire setup and integration of this app PostgreSQL App YouTube Video (opens new window)

# Webhook CRM App

You can use the Webhook APP to query any JSON CRM API for caller's name, and substitute it as a name or number for your caller ID. The above link is an example querying the Star Wars API as our CRM.

# Called Party Static Destinations - Route the call to a new destination

You can use this feature to route calls to a new destination based on a match. This is similar to a Callmanager Translation Pattern, but without the need to change any partitions or calling search spaces.

# Translate New Called Number by static entry

Enter a new number in this field, and Call Telemetry will request that the call be routed to this new number.

Here is an example routing a call to a new destination of 1012 within a rule.

Policy translation rule showing changing caller ID name and number on a rule

# Called Party Dynamic Destinations

You can also route the call to a new destination based on a Call App lookup

You can use this feature to route calls to a new destination based on a lookup to a CRM or other API. This is similar to a Callmanager Translation Pattern, but without the need to change any partitions or calling search spaces.

Some examples of dynamic translation use cases:

  • On-call scheduling routing via API to specific team members
  • CRM lookup for routing to team members
Last Updated: 3/11/2024, 1:19:39 PM

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