Calls in queue

[dvanzee]

Is there a way to display calls in queue for users when they are not logged into the ICD Agent? Maybe on the phone?IPCC 4.0.5?

[nagabhushanamj]

Hi dvanzee,

I have shown the calls are in queue to the customer on CUCCX5.x with the use of Real time reporting Tool. Which is a plug-in option available in CRS application. I think the same will available in IPCC4.0.5.

I have enclosed the doc of CUCCX4.0.5 admin guide which has given the option where u can find the calls are in queue.

http://cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_4_0/maintenance/admin/crs401ag.pdf

Please rate the mail, if this usefull to you

Regards

Naga

[honniesr]

I modified the great wallboard that's listed in these forums for this very purpose.

It displays the queue, # of calls in queue, and longest wait time in queue. There are two versions of the script, one that auto-refreshes and one that the user has to click on the update soft key.

You can set it up as either a service, or as the idle url. Both work equally well.

If you search NetPro for the following "Displaying wall board information on phones" you should be able to find it.

HTH.

Thanks,

Robert

[dvanzee]

Hi Robert,

Do you have a link to the lastest ver? Also, does this tool work with IPCC ver 4.0.5.