Call Center that is built into UCM

[hoforres]

Do you know if the Call Center that is built into UCM can do the following:

·         Allow agents to listen in on conversations

·         Provide Real Time stats in any way

[Richard Simmons]

Hi,

I assume you are talking about Native Call Queuing which was introduced with CUCM 9 ? If so then its not strictly a call centre however you could use barge feature to get another party into the call;

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/9_0_1/ccmfeat/CUCM_BK_CEF0C471_00_cucm-features-services-guide-90/CUCM_BK_CEF0C471_00_cucm-features-and-services-guide_chapter_01.html 

You can also use the Queue Status phone button to display statistics for the queue, these do not refresh in real time so you would need to press the button for it to update;

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/rel_notes/9_0_1/delta/CUCM_BK_N38FD301_00_cucm-new-and-changed-90/CUCM_BK_N38FD301_00_cucm-new-and-changed-90_chapter_011.html#P790_RF_P92537AF_00

Regards,

Richard