Calls In Queue on Cad

Is there an easy way to display Calls In Queue inside the CAD? Maybe even longest waiting call? Aside from clicking around the tool bar and opening windows, is there a solution for pushing this available info out to the CAD?
Anyway to modify the Icons in the Supervisor Agent List. Currently it shows Ready and Not Ready, but is there a way to create customized Icons that match Not Ready States?
Duh...

The Calls in Queue is displayed as a report within CAD. Agents would have to click on the Reports icon (or Ctrl-Q) then select Contact Service Queue Statistics.
If you want more detail, one workaround is to use a wallboard. There are some opensource ones available (search the forums). If you have a web-based wallboard setup, you can customize it, then display it as a tab within the CAD integrated browser. That way your agents always see it (without clicking), and you can show any data you want.
I don't believe you can modify the Supervisor Desktop icons.

Similar Messages

UCCX 7.0 Calls in Queue

Is a readerboard required in order for CAD agents to see calls in queue?

Hi Staci,
You can see them in CAD, in the real time statistics options, where it says contact service queue statistics, this is not the best and easy way because you have to open that window everytime you need to see the calls in queue, maybe that work for you, but I think a wallboard is a better option.
Gabriel

UCCX Queues showing bogus calls in Queue and they will not clear

I have many queues and two of them show one call in each of the queues on the supervisor desktop. However there is not any call in the queue. How do I clear theses calls/stats on the supervisor desktop for the end user so it does not show bogus calls on the queue on her clent?

Hi Jonathan ,
What is your UCCX version .
Looking at the problem description i am suspecting that your system is hitting BUG:-CSCsu40814
BUG:-CSCsu40814
Symptom:
The supervisor desktop realtime reports will show an entry in "Oldest in Queue" that appears to be a call in the queue but has no time associated with it. The issue will show as 1(00:00:00)
Conditions:
So far the only condition that exists is that calls are coming into the system.
Workaround:
None
Further Problem Description:
The system RealTime Reports does not reflect this call and it is only shown in the Supervisor Desktop display. There is not actually a call in queue as well and it seems to be a reporting error.
The defect can be explained as follows:
++         This happens because of any of the unsupported configurations/actions for UCCX.
++         This will lead the UCCX engine not to clear the entry of the call internally and thus it will send messages to the CSD to display the call.
++      Ideally when you have a legitimate call: "1[00:20:00]", this means that there is 1 call in the queue for 20min. However, 2[00:00:00] means that this call is no longer in the queue, but there is a false entry of the same.
++         Therefore, the restart of the engine will remove these entries
++         This entry will be created in the UCCX engine when an unsupported action is performed such as transfer to a different Route point etc. (not necessarily this).
++         The defect addresses how such a call is handled so that the call entry can be appropriately cleared.
++         It would be difficult to say why the issue started to occur, but we can explain as to why the entries are seen on CSD and how we can clear them.
Please note the following:
++        All unsupported scenarios/configurations mentioned in the guide have to be avoided:
o   http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/release/notes/uccx_802_rn.pdf
++         All the unsupported configurations can cause this issue to occur. However, the defect-fix has been verified for the following configurations:
1.       When an agent on call c1 initiates consult c2 to the RP,cti port, c2 is just in the process of getting queued when agent completes transfer and so c1.iaqstate is set incorrectly to NOT_IN_QUEUE due to a race condition. The defect CSCsu40814 occurs even in regular, supported agent to rp transfer scenarios due to race condition.
2.       As soon as the agent went reserved for the primary consult , he answered the primary consult but even before the main call could be fully transferred to the agent, He held the primary consult call and initiated a new call to the RP. This is what caused the main IAQ call to terminate. And he was left only with the new call he initiated. So he again initiates another consult and completes transfer.So the agent wanted to answer the PRIMARY consult and immediately transfer it back to the RP without talking to the caller.In this particular scenario, the call was between 2 CTI ports
Issue can be resolved by restarting the CCX engine(in off hours). This is a temp workaround .
you need to check if agent's are not using any unsupported configuration .

Calls in queue drop when first call is answered

When all agents are busy and there are multiple calls in queue, at the point a call gets routed to an agent and answered from queue, the other calls in queue hear the disconnect prompt.
This is CME 9.1 on Version 15.0(1r)M16
application
service queue flash:app-b-acd-2.1.2.3.tcl
param queue-len 30
param aa-hunt1 7426701
param queue-manager-debugs 1
param number-of-hunt-grps 1
service KCC flash:app-b-acd-aa-2.1.2.3.tcl
paramspace english index 1
param handoff-string KCC
paramspace english language en
param call-retry-timer 15
param service-name queue
param drop-through-option 1
param second-greeting-time 60
paramspace english location flash:
param drop-through-prompt _TYFC.au
param send-account true
param max-time-vm-retry 3
param voice-mail 1426900
param max-time-call-retry 1400
param aa-pilot 7427701
param number-of-hunt-grps 1
Thanks in advance.
HHe

Try this , see if that helps...
param queue-len number
Router(config-app-param)# param queue-len 15
Sets the maximum number of calls allowed in each ephone hunt group's call queue used by Cisco Unified CME B-ACD.
•number—Number of calls that can be waiting in the call queue for each ephone hunt group. The range is from 1 to 30. The default is 10.

CUEAC Console stuck calls in Queue

Hello,
We have an issue with stuck calls in CUEAC console. The inbound calls get stuck in All Queue and do not drop to Active calls. Cannot be answered, moved, etc. Operator needs to lift the receiver on the C7965 phone and put it back to terminate the call.
We tried a lot of steps to fix the issue - completely re-installed CUEAC Server, client, CT gateway devices, CTI Route pointes, and etc with Cisco TAC help. Also replaced network cables, replaced the phone, replaced computer. Same issue. Everything was working fine for a couple of years, but now it started all of a sudden. We get probably about 10 to 20 issues like that though out the day.
Can anybody advise please?
Thank you,
-Alex

I feel your pain on this one my friend...
There are so many reason why a call can get "stuck." If this is a chronic, business impacting problem, I suggest opening a TAC case to have your logs reviewed.
Otherwise, search the forums for other threads relating to this topic.
Do you know if the call was active? What I mean is, was there a caller on the line for 45 minutes? I doubt it, as most people will not wait 45 minutes.
There has been a long standing issue with phantom calls in UCCX, and in 7x Cisco provided a way to clear these calls without the need for bouncing the whole CRS engine. So it's just something you learn to live with.
I would encourage you, if you don't already, limit the length of time a caller can queue, before you send them somewhere else. Or, put some sort of notification in place (email, place call, etc) so you can address the issue, before it becomes a 45 minute call, followed by a disconnect.

Webview: Maximum Wait Answer Time or Longest Call in Queue Fields or operation

Hi,
Currently have a cutsomer who needs custom reports, on the customization he requieres to place on a historic basis a field which he calls Max Wait Ans, this field refer to the Maximum time a caller waits for an agent to answer the call or the same as a Longest Call in Queue Field or operation.
I've seen that the value is presented on a real time report, but the customer doesn't need the last or real time value, he need to know for a certain period of time the maxium wait answer time.
Is there any way to get this value?
Any help will be apprecaited.
Regards,
Claudio.

You're probably going to want to query the Termination_Call_Detail table for a combination of NetQTime, NetworkTime, RingTime, LocalQTime, and DelayTime. Check the DB schema for the meaning of all the fields to see which ones you want to include to get the number you want. The question didn't mention the specific ICM version, but it's tagged as CCE7, so here's a link to the 7.5 schema guide:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_7_5/reference/guide/icm75schema.pdf
You'll want to sum based on RouterCallKey (and RouterCallKeyDay if your query will span multiple days).
Another good thing to consider if this is going to be heavily utilized is to write some soft of stored procedure that runs on a set schedule to populate another DB table with an interval ID, CallTypeID (or whatever unique identifier you want) and the max wait ans time. That way when you want to run a report, you're just querying the summary table, not the TCD for the entire timeframe.

Only one active call in queue

After smooth with wizard create application on ccx 5.0(2) everything was going well except thing that I can have only one call at queue. For next call I get busy signal until call in queue was terminate or answered.

You need a bigger port pool (group). I haven't played with UCCX for a while, but with IPIVR you had to configure both the number of ports and the size of the Media Control Group.
Check your settings.
Maybe you have one configured to match the number of ports you want - probably up to your licence - (corresponding to the number of concurrent calls in the IVR getting treatment or in queue) but not the other. Easy mistake to make back then.
Regards,
Geoff

Passing ICM Call Variable info to CAD not working

Hello,
we are running UCCE 7.2(7) with CAD 7.2(1) SR2 and we seem to be having an issue with the ICM Call Variable information being populated in the CAD.
Up until now, it's been working fine. We have our ICM scripts set ICM Call Variables 1, 2 and 3 and they all appear in the CAD when a call goes to an agent. But, just this morning, I added a new DN, mapped it to a scheduled script, and within that script I set that new DN (just like I've been doing with all the rest so far), set a Call Type, then call 'Go To Script' which is the actual script to handle that specific call.
Dialling that DN plays the correct script, and going into the Sales queue sends me to that agent, but no ICM Call Variable info is showing up.
So far this has been working, but now that I've added a new line, it appears to have stopped, but just for this new line, it still appears to be working for all existing lines.
Any ideas anyone?

Geoff,
we just have one Layout (default) listed in Enterprise Configuration - Enterprise Data in the Desktop Admin. The fields in this default Layout did not include any of the ICM Call Variables, so we added a few of them (that we set in ICM scripts). Up until now, these have been showing up in CAD when calls to skill groups come through. It's just now that I've added a new DN and ICM script, they are not showing up for that script only. The ICM Call Vars are working for all other DNs in the system, just not this new one.
Just to let you know, we upgraded ICM and CTIOS from 7.1(5) to 7.2(7) just recently, and with that we installed CAD 7.2(1) with SRs 1 and 2.
This is the 1'st time I've added a new line (DN) and ICM script to the system since that upgrade, so could that have something to do with this?
Also, there is a post where someone had this same issue (https://supportforums.cisco.com/message/1053394#1053394) and it was suggested that they shutdown and restart the CAD Services to resolve this.
My question is what services are in fact the CAD services? I would like to try that after hours tonight to see if that resolves this issue.
I verified via CAD that I'm running Build 7.2.1.200
Any other suggestions?

Alert ccx agent number of calls in queue

Hi,
Is there a way to send an alert or message to the agents IP phone, the number of calls in the queue? Can some one point me in the right direction.

my application for this is a scenario where my customer has agents who also have other duties.
In addition to servicing two ACD queues, they service walk up clients too, and they are distributed across multiple facilities.
They frequently get busy with a walk up client, and miss an ACD call, which causes their status to go "not ready".
The not ready status is a small font, black status at the bottom of the CAD client.
due to the use of other apps, the client may not even be on the top of their desktop.
they would like a pop-up on screen, and audible alert, and/or a notification on the 7942/62 phone so they recognise they need to go back into ready state.
They know that the automatic change to "not ready" can be disabled. They don't want to disable it.

Need to see number called in queue agent is in multiple queues

So I have a have a script with mutiple queues in it and I have a agent made to see 2 of these queues. The issue is when the Agent answers they need to know which queue it is that was called so they know how to answer the call. So if queue1 is answered they would answer one way and if queue2 was called they would answer another way.
Thank you in advance!

Yes, you can put the step there, that will work fine.
When you open the CDA, you want to go to CAD-AGENT. In that window, go to the Show Data Fields tab. This is where you will add the call.peripheral into the view.
If you don't have that in your view (it may be named something else) then you will need to log into Side A
Go to Services Config -> Enterprise Data -> Layout List
If you are only using the default list, click on it (or whatever layout you are using).
From the Available Fields, move over the call.peripheral field to the Selected side then save.

UCCE - Pass Global call id (PeripheralCallKey) to CAD

Hello, is it possible to pass value of PeripheralCallKey to CAD as enterprise data. How can this value be set to PeripheralVariable? Is it possible to DBLookup some real time table and get the value before reaching Queue to skill group node. I need this for outbound dialer calls.
Thank you,
Stoyan

Stoyan,
You can access the RouterCallKey and RouterCallDay variables in ICM. There's no way to get the PeripheralCallKey directly. TerminationCallDetail would be your best bet for a lookup to get the PCK, but you wouldn't be able to use the DBLookup node as the primary key for TCD is the RecoveryKey... not to mention you would have to wait until about 15 seconds after at least one call leg terminates to even do a lookup on TCD on the AW/HDS. Also, it's a bad idea to do real-time queries on the TCD, there are big performance concerns with this.
Why are you using PCK? Could another unique identifier work just as well? RCK/RCKD are readily available in ICM.
-Jameson

Need a way to equally distribute calls between queues for unknown area codes

I have UCCX 8.0 SR2 installed where my script
is utilizing an XML file with 240 area codes. The script queries the Calling Number against the retrieved data from the returned data of the XPath. Therefore, in my script I have set Enterprise data for a variable called "Unknown" for calls that have not been defined by area code in that file which is then sent to a single queue. My customer does not have a the option to perform percent allocation in the cloud nor are they using Callmanager/gateway to perform this type of distribution since the analyzing of the area code is done at the script level.
I need to find a way to distribute these calls between two queues evenly within the scripting. For example for every odd numbered "Unknown" call the call is sent to the queue B and every even numbered call is sent to queue A. How can I script for this in UCCX 8?

What we did is to count the number of calls handled by these CSQs. Then do a MOD by 2 on this "count1" (1 to include the current call) to find if it is even or odd and then send to the respective CSQ.

UCCX limit duration of calls in Queue

Hi,
How can I redirect a call to another queue after it stays in the first queue for X amount of time? This is to say to limit the duration of a call in the first queue to X amount and then once it reaches that target, it will be redirected to another queue.
best regards
Abebe

Create a queue loop counter and then check its value every time the call loops through the loop logic such as:
queue:
if counter = X
dequeue
select resource (new CSQ)
else
play annoucment
moh
increment counter
goto queue
The counter number would be based on your total MOH and announcement length, so if you play 30 sec of MOH and 10 sec annoucment, that gives you 40 sec, if you want the call to be queued for 2 minutes (120 sec / 40 sec) your counter would be 3.
Chris

Only one agent does not receive call on queue

Hi team,
I have a CCx Express 7.x working properly.
There are some queue configured, but in a queue I ´m with the follow problem:
- Everybody can answer the incoming calls, but only one agent is not receiving the incoming calls via trigger;
- The agent stay in ready state, but the calling hear "Every our agents are busy";
The same agent can forward e answer the calls, if the call does not use the CCX trigger.
Can you help me please?
thanks

Hi Jean,
If the Agent belongs to CSQ\Resource group and be in Ready state, don't get calls from the Queue (Longest Available) is little surprise.
If this is the only Agent in Ready state, other Agents in this CSQ are forced to go to not_ready state, will he still not get calls?
What is the number of sessions associated with the Application and with the Route point? what is maximum count of callers to this application and Agents belonging to this CSQ ?
Thanks,
Anand

UCCX 10.0 Finesse Supervisor Calls in Queue

I hope I'm missing something because this seems too easy. How does the Supervisor see how many calls are waiting in queue in real time using Finesse? I tried to use the Queue Gadget URL but I'm thinking this is only for UCCE and not UCCX.
Thanks,
Dan

Here is a slightly better tool especially if the supervisor monitors multiple queues
Here is the code
I added it to the “manage team” tab
<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=C8EF510810000140000000EB0A4E5E6B&filterId=VoiceIAQStats.esdName=CL</gadget>
I found it here
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_5/config/guides/UCCX_BK_U9F91527_00_unified-ccx-administration-guide-release-10-5/UCCX_BK_U9F91527_00_unified-ccx-administration-guide-release_chapter_010110.html#CFIN_TP_ME9474E7_00

Calls In Queue on Cad

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