09-17-2012 09:20 AM - edited 03-14-2019 10:31 AM
Hi guys,
I need your help.
I have two uccx 8.5 in cluster. The contac center work properly.
Now, I need to identify which queues enter to the operators in the callcenter.
I was looking the CDA Administrator Guide and found that is possible to create
Custom Field to identify queues.
Those field should be applied in the script.
How to apply this field values in the script?
Best regard
09-17-2012 09:34 AM
Do you want to display the CSQ name to the agent in CAD? If so, this is done by default.
Brian
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09-17-2012 11:16 AM
Hi Brian,
Thanks for you reply
If you can look out on this user configuration, as shows having two assigned skills.
I need idenify in CAD this assigned skills when the call ingress.
GP
10-04-2012 02:40 PM
Brian,
Have you any idea how to do that?
Best regards
10-05-2012 01:58 AM
I can't see anyway of doing this to be honest. CAD will only display the queue the call is coming in on.
One solution might be to create a custom report that the agent can run to see what skills they are currently assigned to. This will need to run outside of CAD.
Brian
10-05-2012 05:53 AM
Hi Brian,
Thanks for your help
GP
10-05-2012 08:36 AM
You could probably get creative with a custom workflow but there would be quite of customization including offloading the UCCX config DB and possibly creating something such as a Web Service. Definitely possible, but certainly not a small undertaking.
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