WallBoard

Unanswered Question
Jonathan Schulenberg Wed, 02/25/2009 - 18:50

Not really. Agents can see calls waiting in the CSQs they are skilled in. Supervisors can obviously see status through CSD.

There are several third-party options:

-Inova Solutions

http://www.inovasolutions.com/call-center-reporting/products/index.htm

-Spectrum Corporation

http://www.specorp.com/

-IPCC Wallboard (Open Source)

http://sourceforge.net/projects/ipccwallboard/

-Business Communications By Design

https://www.bcbdsolutions.com/

iftikharsyed_2 Wed, 02/25/2009 - 23:14

Hi,

You can use CRS scripts with CRS http subsystem to get the queue statistics displayed on a web page. CRS script uses "getReportingStatistic" to get information from IPCC.

Message if you need any further details.

HTH,

Iftikhar

iftikharsyed_2 Thu, 02/26/2009 - 21:12

Hi,

I am not sure about your version of IPCC but we used queuestats.aef scrip from script repository http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html

its very simple all you need to do is

1. create a script and get the required values from queue (using getreportingstatistic)in variables.

2. Use http post to substitute these values in a predefined template.

3. use script in an application

4. make a http trigger and use the application with the trigger.

HTH,

Regards,

Iftikhar

clachoi Thu, 02/26/2009 - 09:37

There is a wallboard db table that you can use (other 3rd party wallboard program uses that too)

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_4_0/maintenance/admin/crs401ag.pdf

page 434 of pdf shows how to turn it on.

and the release note shows how to setup access to that table

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_4_0/release/notes/4.0.5/crs405rn.pdf

page 47 of PDF

Here is the DB schema guide showing the wallboard table structure for use:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_4_0/user/db_schema/crs401ds.pdf

page 56 of PDF, the table name is RtCSQsSummary

You can then build your own app accessing this information through ODBC

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