We have been told by a Cisco trainer that adding number of calls in queue to CAD should be possible. However, he said it is necessary to first retrieve the data from the database.
Our wallboard outputs combined statistical data to a straight text file, as well as to an HTML formatted file. Based on what I've read in the CDA admin guide, we could probably display the HTML in CADs internal browser. However, we would like to know if we can go a more direct route, placing the data somewhere within the CAD itself (see green arrows).
We utilize multiple queues for our team, but would want to display the combined calls in queue.
If all you're looking for is the sum total of calls in queue, just use the Agent Real Time Displays button and choose Contact Service Queue Statistics Display. It will show the sum of calls across all CSQs the agent is skilled in and is updated at the same frequency CSD is.
Failing that, you could write to Enterprise Data (left column in your screenshot); however, this would be a static point in time when the Get Reporting Statistics step is executed within the script (i.e. before the agent takes the call). I would recommend against this because agents will be looking at this at the end of a call to decide whether it's appropriate to go on break or not. In fact, the data wouldn't have been updated since before the agent answered the call.
The embedded browser is probably your best bet. Point it at the same HTML URL your wallboard product is showing.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
[toc:faq]CUCM Database Replication is an area in which Cisco customers
and partners have asked for more in-depth training in being able to
properly assess a replication problem and potentially resolve an issue
without involving TAC. This document discusse...