Display queue stats on 79xx ACD enabled phones

Unanswered Question
Sep 20th, 2007

I have an enterprise customer who does not use PC desktop rather use cisco phone with ACD service enabled

After the agent logs in it show LCQ etc but all zero's how do I configured this to diplay queue stats etc.

ICM 7.x CCM 4.x

Thx,

Baseer

I have this problem too.
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sbilgi Thu, 09/27/2007 - 06:46

Do you want to view the no. of calls in a queue? If so, you can view it from Real Time reporting.

Go the CRS Application Administration page and go to Tools-> Real Time reporting.The Application reporting window will open. Now go to Report-> CSQ IPCC Express Stats. At this point a report will open, with different CSQ names in Column 1. Fourth Column reads "contacts(oldest contest in queue)". This column gives the number of calls in this queue and duration of the

oldest call in this queue.

Hope this helps.

Abdulbaseer Mohammed Thu, 09/27/2007 - 10:10

This is ipcc enterprise 7.x. We have web view working fine.

I need the display on each agents phone set.

Thanks,

Baseer

michael.cartwri... Thu, 09/27/2007 - 21:37

We use a HTTP trigger, which runs a script using Get Reporting Statistic commands. These stats are then sent as parameteres to a 'HTTP Forward' command. Which calls a java page to display the stats.

The trigger is called via the phone services.

Abdulbaseer Mohammed Thu, 09/27/2007 - 21:46

Michhael,

That is exactly what I may need. can you please advise how or where I go for http trigger info setup.

Thanks,

Baseer.

michael.cartwri... Thu, 09/27/2007 - 22:28

To create the trigger select http from the subsystem menu. Ours is called /stats

The service url is http://xxx.xxx.xxx.xxx:8080/stats

Assign the trigger to an IPCC application. When you add the trigger select HTTP instead of JTAPI. Create the script for the application.

The HTTP forward command in the script will use the url that points to the jsp file which includes the following.....

HelpDesk RealTime Stats

<%= parameters %>

Status: <%= parameters.get("Agent") %>

Agents Logged In: <%= parameters.get("LoggedUser") %>

Agents Ready: <%= parameters.get("AgentReady") %>

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