Peek in functionality

[bsugamele1]

Hello Netpros. I have a UCCX 7 HA system. We use a hosted IVR which delivers calls to the UCCX platform. Our IVR provider wants to allow peek in functionality to where the IVR can look at the real time stats of the UCCX queues and determine where to deliver the call based on calls in queue etc. The IVR provider is looking for an XML page that they can pull the stats from. They sent me some sample code that looks like this:

<?xml version="1.0" encoding="utf-8" ?>

- <QueueInfo xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns=http://services.ourtelecomplatform.com/CMSStatService/StatService>

<QueueInfo>

<Queue>704</Queue>

<CallsWaiting>0</CallsWaiting>

<AvgHoldTime>0</AvgHoldTime>

<AgentsAvailable>1</AgentsAvailable>

<LongestWaitTime>:00</LongestWaitTime>

<ErrorCode>0</ErrorCode>

<ErrorMessage/>

</QueueInfo>

Is this something I can easily write to pull queue stats from the UCCX platform?

Thanks!

Brett

[Clifford McGlamry]

UCCX has a buitl in IVR that can do all of this internally.  Why are you using a separate IVR for this?  You can't take the one for UCCX out of the loop, so you'll end up with two IVR's involved.

Seems unusual, but maybe I'm missing something.

Cliff

[bsugamele1]

We are a credit card company with an IVR that contains hundreds of business rules and takes about 10 million calls per month. The IVR that Cisco provides in UCCX is not built for what we do.

That's not really the point to my post though. What I need to know is if there is a simple template out there to build an XML page that will display queue stats that I can give to our IVR provider. Thanks for the reply.

Brett

[hien]

Hi Brett,

There definitely are fairly easy ways to do what your provider is asking for.

There's a QueueStats application/script that Cisco provides as a demo to create a simple webpage that you can browse to for stats on the queue.  It would just need to be edited to update info regularly and output to XML. 

Additionally, there are phone-specific application/scripts that provide XML-based info for the Cisco IP phones to display on their LCDs.

Some of the discussions have taken place on these forums as well!

Let me know if you have any trouble finding it or setting it up!

thanks,

Hien