Incoming Caller ID Name does not Show for Calls from an Engage Queue

Question

Why is the Incoming Caller ID Name missing when I receive a call from an Engage Queue?

Applies To

• 8x8 Engage

• XF Workspace

Answer

This is expected behavior.

• The fields (under the hood) that would normally house the name of the caller have their values replaced with the queue name (of the contact center).

• This allows the name of the queue to be displayed organically across both work and other devices that would implement the same strategy/contract of field reading (such as other softphones or deskphones)

• The Remote Party ID(RPID) and From fields would normally contain the caller name, but for the Engage call flow they are overwritten with the queue name.

Additional Information

A Feature Request has already been submitted. If you want to know the status please create a support ticket.