I am able to do this from Interaction attendant. Modify the eic_remotename attribute
, which is displayed to the agent, as the calling name column.
We use attendant to sort calls, i.e. for voice, press 1, data 2. And then another IVR level to further sort the support options for the caller and direct the call to the appropriate workgroup. So while not displaying a DNIS name, we do modify the remote caller name as follows: (This could be used at the attendant profile level to do a DNIS name.
Operation: Set Attribute
Value: Your Name Here- $(eic_remotename)
This prepends the custom remote name, before the network supplied CNAM.