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UCCX Calls Waiting in Queue Customer Request

Hi. Currently we have a customer with a no so common request. Their supervisors would like to have the ability to see Caller ID for the people waiting in queue. They currently only see the longest call in queue (time) and how many calls in queue (total calls). Also they would like the option to pick any call they want from all calls waiting on queue. At least for the Supervisors. 

 

Supervisors are saying that they work on a previous CallCenter environment and they were able to accomplished those 2 request. See Caller ID of the people waiting on queue and also the ability for the supervisor to choose any call they want to from the ones waiting on queue. I don't know if that was a feature out of the box for that particular Call Center environment (Don't know the vendor CC) or if it was a custom job.

 

Any ideas? Is it possible on UCCX? 

 

-Jose

4 REPLIES
Bronze

I don't think this is

I don't think this is available in UCCX.

 

DP
 

Hi,can you please tell me the

Hi,

can you please tell me the license level of your UCCX? Premium, Enhanced, Standard or IP IVR?

G.

New Member

Szabo, We are using Premium

Szabo,

 

We are using Premium license.

New Member

Dear Szabo, my client need

Dear Szabo,

 

my client need the same feature to view the caller ID and pickup from the queue any calls

 

can this be supported in cisco UCCX 10.6 with premium package

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