UCCX - CUCM Requirement

[S N]

Experts,

We use 10. 5 version of UCCX and CUCM. We have a requirement from the customer.

The call goes to UCCX IVR and comes to Agent ( Finesse + IP Phone ).

The requirement is when all the agents are BUSY and when the next call comes to UCCX and queue , the all agents should hear a whisper or any kind of notification that a call is in queue.

Honestly I have no idea why customer need such notification.

Please suggest if any way to make this scenario work.

Thanks

Sathya

[Deepak Rawat]

This is not possible since Whisper Notification is not yet available with UCCX. The best you can do is that create thresholds for calls waiting for one of the live data/stock reports and then display them within Finesse Desktop.

Regards

Deepak

[S N]

Thanks Deepak. Could you please explain me how can it be done.

I am new to finesse and need help.

Thanks

Sathya

[Deepak Rawat]

Refer below thread Satya that I wrote about this:

https://supportforums.cisco.com/document/12941486/setting-threshold-indicators-current-longest-call-waiting-queue-finesse

Regards

Deepak

[S N]

Thanks Deepak. 

I have few doubts like Where can I find the Since Midnight option.

Also can you confirm , is this report can be displayed on each Agent finesse.

Thanks

Sathya

[Deepak Rawat]

You will first need to create the copy of required report you want to show up in Finesse Desktop. After that click on the Reports tab as shown in Screenshot 1, right click on the required report e.g., Supervisor Agent State Detail in this example which I am using (Screenshot 2) and then go to Edit Views.

Also can you confirm , is this report can be displayed on each Agent finesse.

Definitely you can show this report on every agent. Either you can modify the default XML layout else modify the gadget at the Team level in case you are doing it per team basis.

Regards

Deepak

[S N]

Thanks Deepak. I will have a look.

The customer needs some notification on the phone either like Whisper or any beep sounds when a call is in queue and they does not want it to be displayed on the screen.

The reason is the agents will use Finesse only to login and take calls and once the agents is connected to the customer they have their own CRM to be looked on and they will not see Finesse often.

Is there a way to achieve like any notification in Phones.

My thought is when the call goes to Queue step it should Place call to a shared extensions which is shared among all the team members , that way the agents knows that the call is in queue but I am not sure how to get that call back to the queue.

Any thoughts on this would be helpful.

Thanks

Sathya

Thanks

Sathya