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SAP Knowledge Base Article - PreviewSymptom
With BCM 6.0 CDT, you could place agent's first or last name in lower left where number to be dialed would be placed, then the number from the directory could be placed in the dial window. But in version 7, the first/last name is not recognized like the following picture shows.
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Environment
SAP Contact Center 7.0
Product
SAP Contact Center, on-premise edition 7.0
Keywords
"Typing user name","agent extension", typing, phone number, quicksearch , KBA , CRM-CCI , Contact Center Infrastructure , CRM-BCM , Please use CRM-CCI , Problem
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