I have written a script for our service desk to serve a couple of purposes. One is to improve service, the other is to show off the functionality of the system to perspective internal customers. So farm i am using;
Skills based routing for different CSQ
XML Emergency flag, holiday check (administered in seperate scipt)
Out-Of-Hours support by use of a PIN (sends call to mobils)
Option to leave a message instead of queuing which is sent via email to our service desk application
Priority queuing via secret PIN for VIP
In the next version of the scipt I hope to incude a DB read to our service desk application to get ticket status messages to callers by inputting their ticket number.
My question is, what other things should i look at? Im running 5.0 premium.
As soon as my iPhone arrives i will be hooking up the supervisor app.
if looking to add DB then try to make simple DB that has phone number of the VIP people instead of letting them enter a pin to get the priority let the system recognize them through their calling number ( you put the numbers in a table in the DB )
just an idea if you looking for additional features
Thanks for the input. I realise i have already surpassed the requirements but this is also to demonstrate the functionality of the system. I think i will ditch the priority PIN for the VIP DB numbers, good idea!
also you could have a message for a planned outages
for example if there is maintenance for the mail server when some call they will hear a message say the mail server bla bla then say if your call for other issue hold the line, then it goe to the normal call flow
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The short answer is that you don't.... That isn't entirely true while at
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Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...