UCCX Scripting and LIcense issue

Unanswered Question
Nov 26th, 2008

Hi there.

It is regarding Cisco UCCX 5.x. To setup the UCCX, the requirement is as pre below

1- Is it possible, when the call hits UCCX, calls will directly transfer to Agents weather agents are in ready or is already busy on the phone?

2- Call hitting to the queue from 100 known numbers, Agent should be able to see from which number is the call coming from. Does it needs SQL database requirement or it can achieve from a holidays.xml file like we do with Public holiday?

3- I have 5 seats license for Enhanced Cisco UCCX 5.X, does it mean that not more than 5 agents can login to the queue at a onetime or does it mean that max 5 CTI ports can created which will allow max 5 calls in the queue?

Thanks

I have this problem too.
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jasoninbtr Wed, 11/26/2008 - 17:58

1- Is it possible, when the call hits UCCX, calls will directly transfer to Agents weather agents are in ready or is already busy on the phone?

-This kind of goes against what a ACD/Queueing system does. You can, however, use a call transfer step to send the call to a specific person, not a CSQ.

2- Call hitting to the queue from 100 known numbers, Agent should be able to see from which number is the call coming from. Does it needs SQL database requirement or it can achieve from a holidays.xml file like we do with Public holiday?

-The agent will get the ANI if it is sent by default. Are you wanting to present with some sort of label like "Dr. Johnson's Office"? If so you could do this by querying an external source like an XML document or database and setting an Enterprise Call Info variable so the agent sees the information.

3- I have 5 seats license for Enhanced Cisco UCCX 5.X, does it mean that not more than 5 agents can login to the queue at a onetime or does it mean that max 5 CTI ports can created which will allow max 5 calls in the queue?

5 seats = 5 concurrent agent logins

Hope this helps.

Jason

Jonathan Schulenberg Wed, 11/26/2008 - 20:35

Two additions to Jason's response:

1) While you could potentially use a call redirect step, this would not technically be supported as the agent ACD lines should be configured with a busy trigger of one. UCCX would fail to redirect the call since it should get a reorder tone if the agent is already on a call (no call forwarding on agent lines either).

3) In Enhanced it means 5 agent logins (IVR ports are not licensed in Enhanced); HOWEVER, launching Cisco Supervisor Desktop consumes a seat as well (in addition to Agent Desktop). Supervisors must be running both to do call control like monitor/record. This means a supervisor would likely consume two seats.

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