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Monitoring Agents logged in, and out dialing notification to duty manager

I've been asked to come up with a way to monitor a few critical skill groups for agents logged in and if there are none dial out to predetermined outside numbers that reach duty managers. When the call is answered a message should be played indicating there are no agents logged into their skill group.

I figure I can write and Administrative script to keep track of the skill groups, which would then set a variable and kick off a routing script. However I'm stumped on how to play a message to them. Is this something the outbound dialer could be configured to do? Note this is strictly a proactive notification to the managers and I'm not planning to route the calls anywhere.

Any ideas on how I might be able to do this?

Best,

Rob

1 REPLY
Super Bronze

Monitoring Agents logged in, and out dialing notification to dut

Hi Rob

It might be tricky - I would probably try the following:

- In your inbound script, check using the 'get reporting statistic' step for the number of agents in the CSQs (not the skill groups, as it's CSQ specific)

- From that script, you could do a 'send email' to notify a supervisor.

- Alternatively, you could use a 'send http request' to trigger another script, which would use a 'place call' and 'play prompt' routine to play out the notification. I would use a http request to trigger a seperate script, as if you do it from within the first script, the caller will be kept waiting while the system dials the supervisor and plays a prompt - the scripts cannot multitask.

- The other problem you might have would be that multiple notifications may be generated. You might be able to work around that by setting a variable in a session to indicate the threshold being triggered, and another when it has been notified. When the condition is cleared you could clear both variables to allow a new trigger event.

An easier option than scripting might be to use the 'Supervisor Workflow' feature. This isn't exactly what they have asked for, but allows a popup or audio alert to be triggered based on calls being in queue over x seconds, or length of a queue being x or greater. It's configured from within the Supervisor app.

Regards

Aaron Harrison

Principal Engineer at Logicalis UK

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Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
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