https://community.cisco.com/t5/ip-telephony-and-phones/cisco-finesse-alert-agent/m-p/3828610#M377495 <P>Is there a way to program Cisco UCCX/Cisco Finesse to alert an agent when a call is in queue or if the wait on a queue has hit a specific threshold? If alerts can be created, what type of alerts are available out-of-box?</P> Fri, 29 Mar 2019 01:38:23 GMT jschmit 2019-03-29T01:38:23Z https://community.cisco.com/t5/ip-telephony-and-phones/cisco-finesse-alert-agent/m-p/3828610#M377495 <P>Is there a way to program Cisco UCCX/Cisco Finesse to alert an agent when a call is in queue or if the wait on a queue has hit a specific threshold? If alerts can be created, what type of alerts are available out-of-box?</P> Fri, 29 Mar 2019 01:38:23 GMT https://community.cisco.com/t5/ip-telephony-and-phones/cisco-finesse-alert-agent/m-p/3828610#M377495 jschmit 2019-03-29T01:38:23Z https://community.cisco.com/t5/ip-telephony-and-phones/cisco-finesse-alert-agent/m-p/3829121#M377523 <P>Hi there</P> <P>I think you might need to create some API programming for this.&nbsp;</P> <P>&nbsp;</P> <P class="s14dydj4-10 kiAEUp">Or you could use a wallboard solution ? UCGuru offers a free one</P> <P class="s14dydj4-10 kiAEUp"><A href="https://www.ucguru.com/free-wallboard-for-uccx/" target="_blank" rel="noopener">https://www.ucguru.com/free-wallboard-for-uccx/</A></P> <P class="s14dydj4-10 kiAEUp">&nbsp;</P> <P class="s14dydj4-10 kiAEUp">Other option is&nbsp; using CUIC and copy/edit the Voice CSQ Summary Report. You can create a threshold that will make the Waiting Calls Red. Creating a permalink to this and displaying it so the agents could see might help.</P> <P class="s14dydj4-10 kiAEUp">&nbsp;</P> <P class="s14dydj4-10 kiAEUp">&nbsp;</P> <P>Hope this Helps</P> <P>Cheers<BR />Rath!<BR />***Please rate helpful posts***</P> Fri, 29 Mar 2019 20:36:18 GMT https://community.cisco.com/t5/ip-telephony-and-phones/cisco-finesse-alert-agent/m-p/3829121#M377523 Ratheesh Kumar 2019-03-29T20:36:18Z