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Attendant Console - Viewing callers in the queue

Hi,

Can anybody tell me if when using AC with queuing is there anywhere that the AC user can see how many calls are in the queue at any one time.

CCM4.1(3)

Thanks

Anthony

1 REPLY
Hall of Fame Super Red

Re: Attendant Console - Viewing callers in the queue

Hi Anthony,

If you are queueing calls with the Pilot Point method, you won't be able to see the calls;

Understanding Call Queuing

You can configure a pilot point to support call queuing, so when a call comes to pilot point and all hunt groups members are busy, Cisco CallManager Attendant Console sends calls to a queue. While in the queue, the callers receive music on hold if you have chosen an audio source from the Network Hold Audio Source and the User Hold MOH Audio Source drop-down list boxes in the Device Pool window. **The attendants cannot view the queued calls.** When a hunt group member becomes available, Cisco TCD redirects the call to that hunt group member.

From this 4.1.3 doc;

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a00803f3a8b.html#wp1144562

With Broadcast Hunting the AC Users can see the calls in the Broadcast calls window;

http://www.cisco.com/en/US/products/sw/voicesw/ps555/products_user_guide_chapter09186a0080622de4.html

Hope this helps!

Rob

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