Helpdesk AA/Call Queue from UCCX to Webex behavior

[gary-haugen]

Our current UCCX handler works like this:

• Press 1 for normal helpdesk calls
• Press 2 for emergency classroom tech issue

One agent on duty is on a normal call from the queue and then an emergency call comes in. The agent gets a pop-up notification and ends the normal call to answer the emergency call. 

Can this be done in Webex with Customer Experience Basic?

I created an Auto Attendant to direct to a Helpdesk queue and a Classroom Tech queue. The Agent is signed in and Available in both queues. When they are on a call in the Helpdesk queue and a call comes into the Classroom Tech queue, that call shows up as a “missed call” in the agent’s Call History on the Webex App. If the agent ends the first call from the Helpdesk queue, the 2nd call from the Classroom Tech queue shows up and can be answered by the agent. All good. 

The issue is that there is no pop-up notification about the 2nd call. If they are not watching their call history and see that a call came in on the emergency line they may miss the call.

Is there a better way to handle the Emergency line to give the on-duty agent a notification about the 2nd call? I think ditching the Classroom Tech queue and forwarding from the Auto Attendant directly to a line the agent can see would be better. I like the Mutlicall Window idea but I can’t seem to get it to work in Webex. 

Thank you.

[gary-haugen]

1. I made some headway and got 2 scenarios that give a pop-up notification. I ditched the queue and pointed the Auto Attendant to an Urgent Line.

I created a Hunt Group for the Urgent Line and added the Helpdesk agents. I set the routing to Circular and Advance after x rings. This works but the “problem is that all the agents will get the call whether they are on duty or not. The call may get bounced 6 times before it hits the actual on-duty agent. I could set it to ring simultaneously, but that will ring them all whether they are or are not on duty. 

I created a Shared Line appearance for the Emergency Line and added it to all the agents. The same “problem” as the Hunt Group is that it will ring on all the agents with that line on their apps. It is “better” because it gives the on-duty agent the first chance to grab the call but it is not great because agents who are not on duty will also get notified.

This doc shows that Call Queues can be shown in the Multicall Window - www.webex.com/content/dam/www/us/en/documents/pdf/reimagining-multiline-experience-aag.pdf

In Control Hub, the "i" shows Shared lines, Virtual lines, and Executive Assistant lines. Nothing about Call Queues.