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How to determine which CSQ a call is coming in from

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?

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How to determine which CSQ a call is coming in from

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

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Anthony Holloway

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How to determine which CSQ a call is coming in from

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

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