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Beginner

UCCX 11.6 show CSQ Name to Agent phone

Is there a way to show the CSQ Name when the phone is ringing an Agent so they know what queue the call is coming from?  I have agents in multiple queues and they need to greet the customer a different way depending on the queue.  They do see the queue name in Finesse, but they also want to see it on the phone so they don't always have to bring up Finesse.  I have not been able to pass the CSQ name to the agent while ringing, unless I have different call control groups and have the name listed on the CTI Ports for that control group.

Any help would be appreciated.

 

Thanks

Rob.

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VIP Collaborator

Re: UCCX 11.6 show CSQ Name to Agent phone

Hi there

 

I dont think there is an option to display CSQ info on phone if you are using Finesse. I bet you have to use IPPA solely for this.

 

Also there is a workaround mentioned in the post, though its not tested

 

https://community.cisco.com/t5/contact-center/uccx-11-0-how-do-i-show-csq-info-on-the-handset-instead-of-the/td-p/3060671

 

Hope this Helps

Cheers
Rath!
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Participant

Re: UCCX 11.6 show CSQ Name to Agent phone

Hi

 

As you have the CSQ as a variable in your script you can use this variable as well in your Enterprise Call Info and so the CSQ is showed to your agents.

 

Regards

Peter

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Beginner
Beginner

Re: UCCX 11.6 show CSQ Name to Agent phone

This requirement "Display CSQ Name on Agent Cisco IP Phone " can be resolved by a 3rd party custom application.

For more details you can write to info@parsec-tech.com