Agent's Ability to Decline a Queue Call - UCCX

We have a group of agents that not only answer queue calls but have another line that they also need to answer calls on. Business needs require this functionality. Their complaint is that while they're on a non-queue call and a queue call comes in, they are not able to decline that call or bounce it to the next available agent. Even if they were to attempt to go 'not ready' after the call has been presented to them, it continues to ring.
Currently we are on UCCX 8.0.2 and are planning an upgrade to 8.6. I know we can't bounce calls in our current version, but do later versions have this ability? I'm not sure what this functionality would be called so I'm having a hard time finding it. Thanks!
Dan

Hi Dan,
Unsupported Configurations for Agent Phones
The following configurations are not supported for agent phones:
•Two lines on an agent’s phone that have the same extension but exist in different partitions.
•A Unified CCX extension assigned to multiple devices.
•Configuring the same Unified CCX extension in more than one device profile, or configuring the same Unified CCX extension in any combination of device profiles and devices. (Configuring an Unified CCX extension in a single device profile is supported.)
•In the Unified CM Administration Directory Number Configuration web page for each Unified CCX line, setting Maximum Number of Calls to a value other than 2.
•In the Unified CM Administration Directory Number Configuration web page for each Unified CCX line, setting Busy Trigger to a value other than 1.
•Configuring a Cisco Unified IP Phone with Secure Real-Time Protocol (SRTP) for use in silent monitoring and recording.
•No Cisco Unified Communications Manager device can be forwarded to the Unified CCX extension of an agent.
•The Unified CCX extension of an agent cannot be configured to forward to a Cisco Unified CCX route point.
•Use of characters other than the numerals 0–9 in the Unified CCX extension of an agent.
•Configuring the Unified CM intercom feature.
•Configuring the hold reversion feature.
Reference:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/release/notes/uccx_802_rn.pdf
Hope it helps.
Anand
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Agents getting kicked out of Talking status to ready status on Queue calls

Hello All,
We have an odd problem. Some of our agents are complaning that they are randomly getting kicked out of talking status and going into a ready state while on a queue call.
For example an agent will be on a queue call and talking and UCCX will put them into a ready state while having recieved a call from the queue and still on that queue call.
On the agent phone there are two extensions (7945 IP Phone). Extension 2110 which is the queue number and 2500 which is a extesnion that is shared on several diffrent phones by the agents. 2110 is set to 2 calls and set to 1 as a busy trigger. 2500 is set to 4 calls and busy trigger of 2. Both extesnions are not part off any hunt groups and 2500 is the only one that is on several diffrent phones.
The agents do use extension mobility to sign into the phones since they rotate desks. We are running the enhanced version of contact center express System version: 8.5.1.11003-32.
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Dan

Hi Dan,
Unsupported Configurations for Agent Phones
The following configurations are not supported for agent phones:
•Two lines on an agent’s phone that have the same extension but exist in different partitions.
•A Unified CCX extension assigned to multiple devices.
•Configuring the same Unified CCX extension in more than one device profile, or configuring the same Unified CCX extension in any combination of device profiles and devices. (Configuring an Unified CCX extension in a single device profile is supported.)
•In the Unified CM Administration Directory Number Configuration web page for each Unified CCX line, setting Maximum Number of Calls to a value other than 2.
•In the Unified CM Administration Directory Number Configuration web page for each Unified CCX line, setting Busy Trigger to a value other than 1.
•Configuring a Cisco Unified IP Phone with Secure Real-Time Protocol (SRTP) for use in silent monitoring and recording.
•No Cisco Unified Communications Manager device can be forwarded to the Unified CCX extension of an agent.
•The Unified CCX extension of an agent cannot be configured to forward to a Cisco Unified CCX route point.
•Use of characters other than the numerals 0–9 in the Unified CCX extension of an agent.
•Configuring the Unified CM intercom feature.
•Configuring the hold reversion feature.
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Reference:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/release/guide/uccx851rn.pdf
Hope this helps.
Anand
Please rate helpful posts !!

Checking number of queue calls and redirecting

I am wanting to add a variable into my script that checks the number of calls that are currently queued and if the number of queued calls is greater then three any additional calls will be sent down a Call Subflow to another script. I have attached a copy of the script I am using, the issue that I am facing is that when I get a call queued in my Reception CSQ the next call goes down the call subflow when in actually I want the second and third call to queue and the fourth call to go down the call subflow.

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I have a script attached that I am trying to check for agents logged into the Reception CSQ if there is at least one agent logged into that CSQ then it should then check to make sure that there are no more then one call queued in the Reception CSQ if more than one call is holding in the reception queue then it should send it down a call subflow to another script. Currently, this does not seem to be returning the expected behaviour and it always goes to the Queue Call step no matter if anyone is signed in or not.

I think you have your If step backward. You currently have:
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Based on your description above I suspect you want this:
Please remember to rate helpful responses and identify helpful or correct answers.
Message was edited by: Jonathan Schulenberg to correct recept_queued_calls step to < 2

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please don't forget to rate the helpful posts

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Guys,
I have an issue regarding the UCCX agent functions of transfeering call internally.
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Agent's Ability to Decline a Queue Call - UCCX

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