Missed Call Alerts in Finesse Agent Desktop

[aniket0422]

Hello Guys,

Is there any way to get,

1. Missed call alert for the calls received during off business hours. Alerts should be visible to agents when they logged in back during business hours.

2. Missed call alerts for the calls which goes to CSQ when all agents are busy.

[Marek (gaman-gt.com)]

@aniket0422 
I think that your requirements are doable in UCCX. It all depends on how you want to implement it. I think that the analysis of the problem should be divided into 2 big topics:

1. how to store the info about the missed call
2. how to present the data in Finesse

Problem 1

Each call must be treated as an event that lasts for a specific short time in the system lifetime (it's not continuous). This means that the information has to be in some way be stored. In general, the best option would be to have a database. But this requires some external resources which may be a problem (no one wants to add infrastructure to the system). To avoid it this info can be stored locally in UCCX as a document file (XML, JSON, TEXT). Every time after work hours or when the agents are not available IVR script should write the call info to the storage. Having that you can write some basic information about the call like customer number, time of the call, called the number, etc. To achieve the goal you will need to do some scripting in the IVR scripts that are in use.

Problem 2

In UCCX agents use FInesse as their primary desktop which can be extended by features using gadgets. In my opinion here the custom gadget would fit perfectly. How it could work, please look at the bullet point below:

• when the agent logs into the Finesse - a custom gadget would pull the data (from the storage described in section Problem 1)
• having those data gadgets could generate a popup UI with the list of the calls that arrived after off-hours or when agents are not available. The second option is to use Toaster notifications for presentation - all depends on how many calls you will have (toaster notification have limited space to present data).

Because the gadget is a web-based application the easiest way to pull the data from external systems is to use Web Services approach. Please note, that if you decide that missed call info will be stored locally (as document files) on UCCX then you can use HTTP triggers to implement this WS (no external resources will be needed for the solution).

How you will do it - all is up to you