Notification/Popup to alert the agent when the call exceeds 10 minutes

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Aug 18th, 2008
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We are using UCCX 5.0(2) with CCM 5.1.

Our helpdesk manager wants a popup/notification to alert the agents when the call talk time exceeds 10 minutes.

Any suggestions how we can implement this requirement?

I have configured the CSQ and Agent thresholds in the Call Activity Tab under Enterprise Data in the Cisco Desktop Administration. However, the warning icons appear only in the cisco agent desktop, which the agent could have minimised during the talk time and hence not noticed by the agents.

Are there any better ways to alert the agents when the call exceeds a particular threshold time?

Many Thanks

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Anonymous (not verified) Fri, 08/22/2008 - 10:19
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The Hold Reversion feature, which was introduced in CallManager, alerts a phone user when a held call exceeds a configured time limit. When the held call duration exceeds the limit, Cisco Unified Communications Manager generates alerts, such as a ring or beep, at the phone to remind the user to handle the call. The held call becomes a reverted call when the hold duration exceeds the configured time limit.

For example, if you configure this feature to notify you when a call remains on hold past 30 seconds, Cisco Unified Communications Manager sends an alert, such as a ring or beep, to the phone after 30 seconds. You can also configure reminder alerts at configured intervals. A user can retrieve a reverted call on hold by going off hook, which deactivates the feature.


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