UCCX - Alert Agent with Team Info on Incoming Call

[CSCO12060329]

If an agent is a member of multiple teams is it possible for the agent to be alerted with incoming calls which team the call belongs to? If so, how is this possible?

[Gergely Szabo]

Hi, is it Express or Enterprise?

G.

[Anthony Holloway]

G, his subject line says UCCX.

Anthony Holloway

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[Anthony Holloway]

In UCCX an Agent cannot be a member of more than one team.

To alert the Agent with data other than ANI and DNIS, you need to use CDA and implement the use of Enterprise Data Fields and Enterprise Data Layouts.  This is described in the CDA Guide:

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cda85ccxug-cm.pdf

Anthony Holloway

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[CSCO12060329]

So an agent in UCCX cannot answer calls for multiple applications then?

[Anthony Holloway]

I think you are confusing your terms.

A Team is a group of Agents with one or more supervisors.

An Application is the glue for one or more Triggers and a single Script.

It sounds like you are talking about a Contact Service Queue (CSQ).  If so, then yes, an Agent can support more than one CSQ.  In this case, you will find the CSQ name in CAD automatically.

See this screenshot for reference:

http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/agent-desktop/data_sheet_c78-627272.html#wp9000303

Anthony Holloway

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