Hi,   This can be done by implementing enterprise data in your script and passing that information to the CAD application (this feature requires a premium license of UCCX).   Check this out   1) Go to Cisco Desktop Administrator and create a custom layout.   Cisco Desktop Admin ->  Enterprise Data  -> Layout List  ->  Create new In this case we created a new layout called “Sales_Layout”   For this example with added 3 fields ANI (display calling number) DNIS (display called number) Layout (display the name of the layout) We also added the Call Variable 1 (changed the display name to CSQ From UCCX side this is all what we need to do, the rest of the configuration is going to be done on the script.   2) Go to CRS Editor and add a Scalar variable called "user.layout"   Go to Settings > Expanded Call Variables > Add new Name: user.layout Type: Scalar Description: It is not required field 3) Add a “Set Enterprise Call info” step into the script. Right click > properties > a new window will be display it “General” Tab Click on add… Enter Value (variable) that you would like to get on the Call Peripheral Variable 1 In this case, we would like to see the CSQ name displayed on CAD, so assigned the CSQ variable to Call Peripheral Variable 1   “Expanded Call Variable” tab Click add… Values: the name of the layout that you created before on Cisco Desktop Admin ( “Sales_Layout” ) Names: Select the scalar variable that we created on step #2 (user.layout) So the configuration should be: -   Values: “Sales_Layout”       (case sensitive and you need “”) -   Names: -- user.layout— -   Array Indexes:  – Scalar – -   Tokens:  -- All --   4) This is how our script should look, validate  and save it     5) Finally, call to the application and confirm that everything is working as configured   Open CAD and you should see 4 fields (ANI,DNIS, Layout, CSQ) HTH ... View more

Brian,   With UCCX you can use the CAD email feature to have email queues. This requires that you a compatible version of exchange . You can double check the compatibility in the following link   http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf   Also you cold find the configuration step in the following link (page 197) http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cda85ccxug-cm.pdf HTH ... View more

You can do this by using the create eMail step together with the Send eMail Step in your script. Basically under the queue branch of the select resource step you can create a variable that acts as a counter and then create a loop that increments the value of the counter every time the contact passes through it. At the beginning of that loop you will evaluate if the value of the counter is equal to a predefined value and if is is because the call has being in the queue fox "x" time then you use the eMail steps that I mentioned above to create the email and sent it out. http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_0/programming/guide/SeriesVol2.pdf   HTH   ... View more