Currently when using webex from your service provider with a broadworks call centre, if a caller calls the call centre their name is not surfaced in the notification to the user if their number exists in the directory.
This is contradictory to the way hunt groups work. If a caller calls a hunt group, the members of the hunt group will see the callers number and name if they are in the directory.
However, calls to a call centre will not display the callers name from the directory in the notification.
After the call the callers name will show in the call logs. But it would be good if the call centre agents could see the name in the webex notification. This happens for hunt groups so it would be bringing call centre notifications in line with hunt groups.