09-20-2007 09:31 PM - edited 03-14-2019 01:20 AM
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
09-27-2007 06:46 AM
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.
09-27-2007 10:10 AM
This is ipcc enterprise 7.x. We have web view working fine.
I need the display on each agents phone set.
Thanks,
Baseer
09-27-2007 09:37 PM
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.
09-27-2007 09:46 PM
Michhael,
That is exactly what I may need. can you please advise how or where I go for http trigger info setup.
Thanks,
Baseer.
09-27-2007 10:28 PM
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.....
<%= parameters %>
Status: <%= parameters.get("Agent") %>
Agents Logged In: <%= parameters.get("LoggedUser") %>
Agents Ready: <%= parameters.get("AgentReady") %>
09-27-2007 11:07 PM
09-27-2007 11:19 PM
Thats it, probably the same one I copied. Good luck.
09-29-2007 08:56 PM
how do I do it in ICM?
any one?
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