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Beginner

Agents in Multiple Queues Need to Know Which Queue the Call Came From

We have a group of agents that belong to five queues. Each agent has varying skills in each queue. The agents want to know what queue a call is coming from when presented. Is there something in Finesse or on the phone itself that will allow this function?

 

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Enthusiast

Re: Agents in Multiple Queues Need to Know Which Queue the Call Came From

You could implement a Whisper announcement. 

Basically that plays a recorded brief informational message that only the agent hears. 

 

 

WHat flavor of Call Center are you, UCCX, PCCE or UCCE?

VIP Advisor

Re: Agents in Multiple Queues Need to Know Which Queue the Call Came From

It's sad that this was a default feature of the previous Agent software Cisco had, and now it's gone. 

 

I think you'll find that, at least for UCCX, sending the CSQ name over as Enterprise Data in a Finesse layout, will be the best option. 


Anthony Holloway

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Beginner

Re: Agents in Multiple Queues Need to Know Which Queue the Call Came From

A custom built Finesse gadget could be the solution.

The finesse gadget can display the name of the Queue to the agent on call offer

Frequent Contributor

Re: Agents in Multiple Queues Need to Know Which Queue the Call Came From

This is fairly straight forward depending on what CC you have but the principle is the same

 

Ucce, pcce 

 

Each inbound has a single script to agents a, b, c

 

Set a call varible in the script such as sale and then apply it to call varible PV1  you set up in finesse 

 

Single script, multiple ivr options 

As above but on each leg of the ivr assign the call variable PV1  as above sales, accounts etc and again. Every call on the different legs will be assigned a text field sales, accounts etc

 

Single script  multiple inbound numbers

Set the call variable based upon the dnis 

 

In all cases make use the same call variables are assigned in finesse admin 

 

Hope that helps

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