Native Call Queuing - Calling alert when Agent busy

[ilana_ilana]

Hello,

I have setup Native Call Queue in CCM 11.0 and its working fine.

I want to know, when all agents are busy and the next caller is waiting into queue hearing the MOH prompt, Can we get some alert or notification on Agents phone screen to inform them that there are calls into queue ? We have Jabber also here.  If we can utilize jabber for same purpose ?

I have setup Queue Status in Phone Button Template its working fine but when you press it.

Can any one share some alternative ?

[Deepak Rawat]

You can try setting email alerts to a common distribution group for the required field in the Cisco Hunt Pilot serviceability counter through RTMT and add all the required agents email address to that distribution group then if it helps. Apart from this, there is not a visual alert/notification unfortunately

http://www.cisco.com/c/en/us/support/docs/unified-communications/unified-communications-manager-callmanager/200453-Configure-CUCM-Native-Call-Queuing-Featu.html

Regards

Deepak

[ilana_ilana]

Thanks Deepak,

Can we achieve this from UCCX ?

Regards.

[Deepak Rawat]

Yes definitely, in UCCX this can be achieved.

Regards

Deepak