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

UCCX CAD workflow

Hi,

I'm trying to figure out a way in CAD workflow to alert the Agent (by popup on the screen) when there are more than 5 calls in the queue waiting. We are running UCCX 9.x. If anyone has done it before, please advise.

Thanks,

Vikas

1 REPLY

UCCX CAD workflow

First, let me say that this is a native feature of the Supervisor Desktop.

Second, this would not be possible in a real time manner for CAD.  You could only be able to alert the Agent on workflow trigger conditions which are intiated by calls.  I.e., Ringing, Answer, etc.

In which case, you would just pull the Get Reporting Statistic for the CSQ in the script, it's an integer, and then using Enterprise Data (CDA Enterprise Vairables and Layouts + Set Enterprise Info script step), you send that integer to CAD.  Your options for a pop up are limited to what data you can supply, but that should get you close enough.

If you needed some sort of real time solution, then a per Agent web based wallboard solution is your best friend.

There are many out there.  Just Google "uccx web based wallboard"

Good luck.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.
464
Views
0
Helpful
1
Replies
CreatePlease to create content