Question on Call waiting in agent phone

[S N]

Experts,

Current Scenario :

Call from user --> CUCM --> UCCX Script --> CSQ --> Agents ( Logged in Finesse and IP Phone )

Requirement :

Currently when all the agents are busy then the call goes to the queue message. Instead the customer needs the call to be shown in the ipphone that one call is waiting.

I guess this can be done in CUCM Agents phne call waiting setup but not sure how to do it when the call comes from UCCX.

Any ideas.

Thanks

Sathya

[Deepak Rawat]

Please note the requirement you have there is not a supported one and cannot be achieved. UCCX by default will not deliver any ACD call to an agent till the time he/she is in Talking state. As far as increasing the Busy Trigger from CM is concerned, then that also will only work for direct (Non-ACD) calls to the agent extension only and not for ACD (calls coming through UCCX). However, increasing the Busy Trigger to a value other than 1 is also not supported. Refer Unsupported Configurations for Agent Phones of below document that states this:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/release/docs/UCCX_BK_R7697E6E_00_release-notes-for-uccx-solution/UCCX_BK_R7697E6E_00_release-notes-for-uccx-solution_chapter_01.html

In nutshell what you want cannot be achieved and is not possible with UCCX.

Regards

Deepak