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UCCX Different CSQ agent taking over call


I have a contact center which is deployed to add some "special" callers to a que with only one agent (using the select resource step). If the agent is busy the caller waits in the queue. The client asked me to somehow allow another agent, which isn't in the same CSQ to take over the call while the caller is waiting. They have a kind of live wall application where they can see the caller, and which agent he's waiting for.

I was hoping to use call park or barge in or something, but  they're unsupported Actions for Unified CCX Agents.

I was thinking about maybe expanding the live wall application so the available agents could e.g click on the caller and have the application send a http trigger to the script which woulc redirect the caller to the availabe agent. I don't know how to "catch" the click in the ccx script.

If anyone has any ideas how to deploy my idea, or any ideas of their own, I would be really happy to hear them.

Thank you,


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