Wall Boards and Contact Centre Manager

[simon hester]

Hi 
I have a customer running version 12.5 of UCCX. They have rather old Wall Board system and what we call contact centre manager that was written as a website about 15 years. I'm trying to see what if any functionality could be available natively with finesse? Or if it is case of you buy bolt on third part application for this kind of thing. 

During some CBT nuggets I'm going through  i found out about the calendar management that was new to version 12 and above. 

In terms of functionality the current system does the following. 

1. Provides a wall board screen showing stats for the contact centre e.g. calls waiting call answered calls queued. 
2. The ability to add in bank holidays days so the contact centre is closed on those. 
3. Some calendar functionality. 
4. The ability to extend the open hours a button just reopens it. 

My limited understanding (as I have inherited the system) is it rights data to a SQL database that is then used by UCCX to read from for things like holiday dates etc.

There is a case for it is not broken so don't go making changes but given the current system is not on any kind of support it is area of risk if it was to break. Indeed the customer had an issue where the shared server that holds the SQL DB fell over. This cause there contact centre to go open when it should have been closed.   

Thanks

[bill.king1]

I might be not following what you're asking for, but couldn't you use the native CUIC dashboard capabilities to create a wallboard with the stats you're looking for? 

[simon hester]

Hi 

I can try and look at those. Can't say I've used CUIC dashboards before so new to me. 

Thanks 

[bill.king1 · Accepted solution]

Here's a link about it from one of the guides. Basically it just allows you to have one or more than one report that displays, and it can be set up to not require a login to access it. So if you do one that doesn't require authentication (that's an option), you want to make sure that URL isn't shared with a bunch of agents for instance.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_5_1/user/guide/ucce_b_reporting_user_guide-1251/ucce_b_cisco-unified-contact-center-enterprise-125_chapter_010.html