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.

New Member

Call waiting display on agent desktop

Ipcc express standard 3.1.2. Is there a way (excluding real time reporting) for an agent desktop to see how many calls are waiting in the queue and for how long? If not could it be a future enhancement? Thanks.

1 ACCEPTED SOLUTION

Accepted Solutions
Bronze

Re: Call waiting display on agent desktop

The Standard Desktop agent can view the Call Log, Agent State Log, and Automatic Call Distribution (ACD) Statistics.

On CAD, select File->View->ACD Statistics.

The Skills tab shows Calls Queued for all Skills the agent is eligible to take calls for.

Take a look at the below URL for more details,

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/getstrt.pdf

Following URL is for "Cisco Agent Desktop Quick Reference Guide - Standard"

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/agents/cadstaqr.pdf

Hope that helps.

Regards

Venkat

3 REPLIES
Bronze

Re: Call waiting display on agent desktop

The Standard Desktop agent can view the Call Log, Agent State Log, and Automatic Call Distribution (ACD) Statistics.

On CAD, select File->View->ACD Statistics.

The Skills tab shows Calls Queued for all Skills the agent is eligible to take calls for.

Take a look at the below URL for more details,

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/getstrt.pdf

Following URL is for "Cisco Agent Desktop Quick Reference Guide - Standard"

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/agents/cadstaqr.pdf

Hope that helps.

Regards

Venkat

New Member

Re: Call waiting display on agent desktop

Hi Venkat,

Thank you for the info.Is there a way to have the window appear in a way that we don't have to use the scroll bar or to have this info display all the time without the file view...? Thanks

Blue

Re: Call waiting display on agent desktop

Unfortunately you cannot customize CAD with IPCCX very much. However, a better option is to use an xml app to display this information on the LCD of the agents phone. You can contact me at adignan@berbee.com for more details.

250
Views
0
Helpful
3
Replies