UCCX Contact Service Queue (CSQ) - Would like to ring all agents that are in Ready?

[Leah Sittig]

UCCX, v10.6.1

We have a request to create a csq that when called will ring on every agent in Ready.  I don't believe this is possible.  

I tried to get them to set up a priority so that the skill group would have priority over all other skill groups.  They really like the idea of a Line Group but we have had issues with agents being placed in Not Ready when the Line Group rings.

Any suggestions/advice?

[Deepak Rawat · Accepted solution]

This is simply not Possible. UCCX is an ACD system wherein one call only will be delivered to an agent at a given point of time. The feature that you are looking for is Hunt Pilot functionality on CM wherein you can use broadcast algorithm and ring all the selected Line Group members in one go.

If you want, you can create a Hunt Pilot on CM and achieve it that way but please note that Agent extensions cannot be added to hunt lists or hunt groups. If an agent has only one line, then the agent phone cannot be part of a hunt list or hunt group. In the case of multiple lines, none of the lines on the first four lines monitored by the UCCX must be part of the hunt group.

Reference:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/release/docs/UCCX_BK_UC733F42_00_uccx-release-notes-106/UCCX_BK_UC733F42_00_uccc-release-notes-106_chapter_00.html

Above being said, your only options are below:

1) Configure 5th or 6th line on agent phone and make it the part of Hunt Group

2) Configure separate users who are not part of UCCX in any sense and add them to Line Group just to cater to this requirement of ringing their phones simultaneously.

Regards

Deepak

[stewart1126]

Deepak,

Do you know if this will ever be in the roadmap? I know that on the CJP it is able to perform this function. We have a customer with UCCX 11.6 looking for this functionality.

[david.macias]

Why would they want this? You need to explain to them the importance of reporting and why agent training is paramount for a call center to function correctly.

david

[stuart.pannell]

In our case we would like this option as we have a 999 call centre with approximately 10 agents, although the agents should be logged in and ready to take the calls it is possible that they are using the radio talking to the emergency services.