Retrieve detailed UCCX queue information

mlabuguen · ‎12-08-2008

Hi,

Is there a way to know who (based by phone number) is currently waiting in the queue? Can agents access this information via CAD or the supervisor desktop? We have UCCX 5.0(2).

Thanks!

Marvin

CHRIS CHARLEBOIS · ‎12-08-2008

Oddly, that is a feature of the basic Attendant Console application in CUCM 5.x and higher, but I don't know that it is possible within CCX.

mlabuguen · ‎12-08-2008

Thanks for your input. This would be unfortunate. It would be a helpful feature for our Help Desk agents to know who currently is waiting to be assisted.

Marvin

billybjo1 · ‎12-09-2008

It would be nice indeed to see it on the CAD, and something we've been asked for many times.

So we've always had to suggest a wallboard functionality.

Jonathan Schulenberg · ‎12-09-2008

You could probably see this using a 3rd party/custom application that retrieves data from the real time reporting/wallboard feed.

For example, if I save the ANI into a session variable, i can see these variables in RTR. This information is also exposed for third-party wallboard applications. Just a thought.