UCCX & SMiner V11.0.1 - Probe if Chat Agents Available Prior To Allowing Chat

[ttnstc3477]

Asking this to determine if anybody else is probing to determine if UCCX Chat Agents are logged in before publishing the Web Chat Widget on the Public facing website.  We would prefer to hide the Widget until we probe to determine if a Chat Agent's are actually logged in before we un-hide the Widget.

Thanks,

TC

[Deepak Rawat · Accepted solution]

Unfortunately the feature is not available right now wherein you can check if the agents are logged in already or not to handle chat requests. Most probably it should be in the later releases since I know lot of customers are looking for this kind of functionality and BU is also aware of the same.

Regards

Deepak

[ttnstc3477]

Thank you Deepak.  I appreciate the clarification and look forward to some of the future enhancements for SM.

Thanks again,

TC

[Jonathan Schulenberg]

AS a workaround, your web application developer could obtain this information using the wallboard user and ODBC connection which should show the CSQ stats including if agents are logged in or not. They could use this information to determine whether to expose the chat option or not on the website.

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_5/config/guides/UCCX_BK_U9F91527_00_unified-ccx-administration-guide-release-10-5/UCCX_BK_U9F91527_00_unified-ccx-administration-guide-release_chapter_010010.html

[Deepak Rawat]

Jonathan the CSQ stats which you are referring to only work for voice contacts/CSQs and not for chat contacts/CSQs.

Regards

Deepak

[Jonathan Schulenberg]

Of course they don't. Thanks for keeping me honest Deepak.