UCCX Agent Visibility in Queue

[Mustapha Arakji]

Hi,

I have a small UCCX with 5 agents. My requirements is to let the agents be aware if there's a call waiting in queue and what is the calling number. I couldn't think of a way to display such an info on the phone (at least one number)!

Any ideas?

[Neal haas]

WallBoard, we use this to show dropped calls and calls in queue. There are free ones and paid for apps.

[Anthony Holloway · Accepted solution]

Unfortunately, the calling number piece is the hang up, and we're not technically allowed to query anything but the two Real Time information tables.

Details on querying other tables:

https://supportforums.cisco.com/message/3916848#3916848

One could leverage an external database to track current calls.  You would just make the script write to the DB once the call enters the queue, and then write to it once more to remove the call from the DB.  Or simply mark it as handled.

Then, using a web server which can both: A) query the DB and B) create an XML display for the phone, you could have the Agent's phone setup with a phone service to display CSQ calls in queue.

Anthony Holloway

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[aniramac]

Hi Mustapha,

You have 2 options here:

1. IP Phone Agent: IPPA displays the queue on the phone, as it's a phone-based service. Your agents will need to switch to using this instead of CAD.

2. IP Phone Services: wallboards are allowed to query only the RtCSQStatistics and RtICDStatistics tables from the db_cra database. Instead of having a wallboard display on a screen, you can code it into an IPPS, which is XML-based and can be hosted on a HTTP server. Agents can then keep the service open on their screens.

http://developer.cisco.com/web/ipps/home

http://www.cisco.com/en/US/prod/collateral/voicesw/ps6788/phones/ps379/product_data_sheet09186a00800925a8.html

Thanks & Regards,
Anirudh
"Protocol, then product"

[Mustapha Arakji]

Thanks guys; so there's no "simple" way of doing it

Thanks again.

[Anas Abueideh]

Hi Mustapha,

you can know if there is a call waiting in the queue from the reports button in the CAD agent. but you can't know the caller number

HTH

Anas

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