Agent - Multiple Skills, how to distinguish calls

[stevenle]

UCCX / IPCC express 7.0 w/ Call Manager 7.1(3)

I have a call center with two skills. Basically a separate skill, script and queue for English and Spanish callers that ring the same group of agents. It all works fine but how can agents tell which queue the call came in on? The spanish skill takes less calls and they would like to answer in Spanish when a call comes in from that queue. Is there anyway to cconfigure that?

[phamvinhdat]

When call rings into agent phone, it show queue information on the Cisco Agent Desktop application.

Dat

[Gabriel Saavedra]

You can push variables into CAD, so you can create a string variable called "language" and if the script that is triggered is the spanish script you will set the value of the variable to "spanish" or "english" if the english script was the one triggered and show that variable in CAD. Here is a link about passing variables to CAD.

https://supportforums.cisco.com/thread/2014957

Gabriel.

[Nathan Luk]

To add to Gabriel's suggestion what I've also used with clients is setting up a CAD workflow to pop an image from the internet or a local web server somewhere to the CAD browser for a more visual notification (ie in this case maybe an image of a Spanish flag if the language variable is set to Spanish)

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