We have CCX 11.5. There is a requirement that no call should wait on the queue and if all the agents are engaged with calls the new call should be disconnected immediately. Also Agents should be alerted with caller ID or should be provided with a mechanism to call them back.
If this is not possible, place the new call on the queue if all the agents are busy and agents should how are on the queue real time.
How can I achieve this?
There's different ways of doing this, but it's certainly possible.
1. Look at CSQ stats to see if there are any agents available, if not send an email with the caller details or save it to a DB then hang up the call.
2. A better solution would be to give the caller the option for a call back. There's plenty of posts detailing how to get callback working in CCX.