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Display queue stats on 79xx ACD enabled phones

I have an enterprise customer who does not use PC desktop rather use cisco phone with ACD service enabled

After the agent logs in it show LCQ etc but all zero's how do I configured this to diplay queue stats etc.

ICM 7.x CCM 4.x

Thx,

Baseer

8 REPLIES
Silver

Re: Display queue stats on 79xx ACD enabled phones

Do you want to view the no. of calls in a queue? If so, you can view it from Real Time reporting.

Go the CRS Application Administration page and go to Tools-> Real Time reporting.The Application reporting window will open. Now go to Report-> CSQ IPCC Express Stats. At this point a report will open, with different CSQ names in Column 1. Fourth Column reads "contacts(oldest contest in queue)". This column gives the number of calls in this queue and duration of the

oldest call in this queue.

Hope this helps.

Re: Display queue stats on 79xx ACD enabled phones

This is ipcc enterprise 7.x. We have web view working fine.

I need the display on each agents phone set.

Thanks,

Baseer

Re: Display queue stats on 79xx ACD enabled phones

We use a HTTP trigger, which runs a script using Get Reporting Statistic commands. These stats are then sent as parameteres to a 'HTTP Forward' command. Which calls a java page to display the stats.

The trigger is called via the phone services.

Re: Display queue stats on 79xx ACD enabled phones

Michhael,

That is exactly what I may need. can you please advise how or where I go for http trigger info setup.

Thanks,

Baseer.

Re: Display queue stats on 79xx ACD enabled phones

To create the trigger select http from the subsystem menu. Ours is called /stats

The service url is http://xxx.xxx.xxx.xxx:8080/stats

Assign the trigger to an IPCC application. When you add the trigger select HTTP instead of JTAPI. Create the script for the application.

The HTTP forward command in the script will use the url that points to the jsp file which includes the following.....

HelpDesk RealTime Stats

<%= parameters %>

Status: <%= parameters.get("Agent") %>

Agents Logged In: <%= parameters.get("LoggedUser") %>

Agents Ready: <%= parameters.get("AgentReady") %>

Re: Display queue stats on 79xx ACD enabled phones

Thanks Michael.

I will have to try that soon. here is some thing else I got off this forum.

Regards,

Baseer.

Re: Display queue stats on 79xx ACD enabled phones

Thats it, probably the same one I copied. Good luck.

Re: Display queue stats on 79xx ACD enabled phones

how do I do it in ICM?

any one?

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