Two questions on ATS. Send Caller ID?

Question

ATS

Task:
When a call is received to an employee of the Call Center, create a document in which the operator notes who is calling, to whom and on what issue, contact information, and after the call is forwarded to the employee, this completed form immediately opened for him (i.e., for the one to whom call forwarded). Those. the next question. Is the Caller ID transmitted when forwarding to an extension?
And the second question:
There is such a function when an internal subscriber is on the phone, if he is busy (and by setting the appropriate function on the phone, he receives information on the computer screen about who called him). What is it called? Preferably applicable to Avaya

Answer 1

IP 500

Answer 2

To the first question:
Cisco is setting up what to give when forwarding in the CallerID field: the original CallerID or the number of the forwarded employee. I believe Avaya has the same. There is no separate field "Initial Caller ID" in the specification.

Answer 3

> Preferably applicable to Avaya
Look at Avaya one-X Agent - softphone, when processing a call (call arrival, skipping, answering, terminating), it can call external applications, including following a hyperlink where you can substitute call data.
I don't remember the details, but it's very close to the functionality you requested.