10-04-2002 06:26 AM - edited 03-12-2019 09:03 PM
I have an IPCC with Agent Desktop configured to show Calls Queued Now for the agent skillgroup, but currently field is not populated (shows "0" even if I have calls in queue for that skill).
Any help?
Thanks
Paola
10-06-2002 08:59 PM
Calls Queued Now is not supported in ICM 4.5 with Cisco agent Desktop .
IF you have the source code you can change the database query to reflect
RouterCallsQNow.
10-07-2002 04:54 AM
I have IPCC 4.6.1 with all latest HFs...you mean that with ICM a user cannot know how many calls are queued at his skillgroup??
thanks and regards
paola
10-14-2002 10:20 AM
Hi Paolo,
If you (ICM scripting) are queuing calls to a base skill group, agents should log (or be assigned to) into base skill group and RouterCallsQNow field will show calls queued to base skill group.
Similarly, if you (ICM scripting) are (is) queuing calls to sub skill groups, agents should log (or be assigned to) into sub skill group. RouterCallsQNow field will show calls queued to sub skill group.
If it does not work, I will suggest to open a TAC case and resolve it.
BR,
Sandeep
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