CISCO IPCC MONITORIZATION

alicia.vega · ‎12-15-2009

Our customer has a Cisco IPCC Express environment and he wants to monitorize, in real-time, the state of the system in some graphical way (incoming calls, state of agents, etc.).

Is there any Cisco recommended tool for this? In case the recommendation is the Supervisor Desktop, is it possible to personalize it?

Thank you very much.

Jonathan Schulenberg · ‎12-15-2009

This is called a wallboard application. There are several vendors that provide this but not Cisco.

Here are two examples:

Anthony Holloway · ‎12-15-2009

Also, yes, the Supervisor Desktop is highly customizable, to include setting threshold that take actions like playing a alert sound, or sending e-mails.

alicia.vega · ‎12-17-2009

Do you know if there is any simple way of viewing real-time queued calls and real-time incoming calls in the system? If we can show this information in the wallboard, it could be enough.

Thanks!

Jonathan Schulenberg · ‎12-17-2009

Aggragate information is available through the real-time tables in SQL. This is what all available wallboard products use. You cannot see individual calls though. The information visible through SQL is very similar to what you can see in CSD.

Database Schema Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 7.0(1)