I'm currently running UCCX 126.96.36.19900-75 (ES07-38) and CUCM 188.8.131.5200-2. I am using UCCX scripts to route and place calls into CSQ's using the select resources step.
The Call Center I administer has Agents who answer many different CSQ's at once. They need to know which CSQ the call they are answering came from, so they know how to greet the caller.
For example: CSQ A would be for calls pertaining to Company A and CSQ B would be for calls pertaining to Company B. My agents need to know to answer "Thank you for calling Company A" when they receive a call from the Company A CSQ.
I am currently using the "Set Enterprise Data" step, which allows me to use Finesse to show which Queue a call is coming from, however; I need the handset itself to be able to do this. My Agents login to Finesse and basically never interact with it again (and the don't partically like having to depend on a webpage for this info). We work in a situation where our Agents do a lot of web research, and it's not very practical l to have Finesse be the front Window at all times, since they often have tens of windows or tabs open at all times.
There has to be a way to show queue info on our 7962 handsets themselves. Instead of showing the CTI port on the handset (which is basically useless info), I want to show the CSQ that the call is originating from.