Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. And see here for current known issues.

New Member

Retrieve detailed UCCX queue information

Hi,

Is there a way to know who (based by phone number) is currently waiting in the queue? Can agents access this information via CAD or the supervisor desktop? We have UCCX 5.0(2).

Thanks!

Marvin

4 REPLIES

Re: Retrieve detailed UCCX queue information

Oddly, that is a feature of the basic Attendant Console application in CUCM 5.x and higher, but I don't know that it is possible within CCX.

New Member

Re: Retrieve detailed UCCX queue information

Thanks for your input. This would be unfortunate. It would be a helpful feature for our Help Desk agents to know who currently is waiting to be assisted.

Marvin

New Member

Re: Retrieve detailed UCCX queue information

It would be nice indeed to see it on the CAD, and something we've been asked for many times.

So we've always had to suggest a wallboard functionality.

VIP Super Bronze

Re: Retrieve detailed UCCX queue information

You could probably see this using a 3rd party/custom application that retrieves data from the real time reporting/wallboard feed.

For example, if I save the ANI into a session variable, i can see these variables in RTR. This information is also exposed for third-party wallboard applications. Just a thought.

Please remember to rate helpful responses and identify helpful or
173
Views
3
Helpful
4
Replies