cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
849
Views
5
Helpful
2
Replies

How to determine which CSQ a call is coming in from

jwjorgensen
Level 4
Level 4

All,

My understanding is that CAD should display what CSQ that an incoming call is coming from.  Should this be the case?  I have a customer that wants to answer calls differently based on which CSQ the call comes from.  I have two CSQ's created that are sharing the resource group and using the same skill. When a call comes in, it is not displaying the CSQ information.  Is there something I should look for to correct this?

2 Replies 2

Anthony Holloway
Cisco Employee
Cisco Employee

Yes, that is correct.  CAD will display in this order, the following:

  • The Route Point
  • The CSQ
  • The Agent

See this screenshot for an example.  If you do not see this data, it's possible the CAD client is in partial service, and troubleshooting will be needed.  However, this feature is there by default, and requires no additional work.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.

jwjorgensen
Level 4
Level 4

I was able to fix the problem by restarting the Cisco Enterprise Desktop Service in UCCX.  Thanks for the help!

Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: