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. If you'd prefer to explore, try our test area to get started. And see here for current known issues.

Cisco Employee

Call Center that is built into UCM

Do you know if the Call Center that is built into UCM can do the following:

·         Allow agents to listen in on conversations

·         Provide Real Time stats in any way

1 REPLY

Hi,I assume you are talking

Hi,

I assume you are talking about Native Call Queuing which was introduced with CUCM 9 ? If so then its not strictly a call centre however you could use barge feature to get another party into the call;

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/9_0_1/ccmfeat/CUCM_BK_CEF0C471_00_cucm-features-services-guide-90/CUCM_BK_CEF0C471_00_cucm-features-and-services-guide_chapter_01.html 

 

You can also use the Queue Status phone button to display statistics for the queue, these do not refresh in real time so you would need to press the button for it to update;

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/rel_notes/9_0_1/delta/CUCM_BK_N38FD301_00_cucm-new-and-changed-90/CUCM_BK_N38FD301_00_cucm-new-and-changed-90_chapter_011.html#P790_RF_P92537AF_00

 

Regards,

Richard

17
Views
0
Helpful
1
Replies