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.

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Hi Staci,
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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.
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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
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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
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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.

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Marc,
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Hi,
I have just recently installed the mySAP CRM 4.0 IC WebClient (CRM40 SP00).
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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 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.

RGS routes calls to Busy agents (alredy In a Call)...

Hi guys,
our Call Centre agents are reporting they get 2nd incoming call transferred via the same workflow as the 1st call.
Their status is In a Call and obviously call should not be routed to them.
Screenshot
http://img855.imageshack.us/img855/8094/rgsbug.jpg
Apparently this happens when there are a whole bunch of incoming calls.
Do you know what is the coded logic for RGS quering agents status?
Does it query RTC db for agents status?
My guess is there's some OCS server component underperforming and RGS application queries something (db?) to find this particular agent status is Available (not updated yet to In A Call).
OCS 2007 R2 Front-End is running on 3.5.6907.221 updates (RTCC/3.5.0.0 Response_Group_Service)
Mediation Server
RTCC/3.5.0.0 MediationServer/3.5.6907.196
thanks for any hint

plug n pray,
"Match Making" component of RGS queries database for Agent's presence State.
It is possible that it may not be getting the updated State because of performance issues.
You can use RGS performace Counters to monitor the activity.
"LC:RGS - 01 -Response Group Service Match Making"\"Total Number of presence notifications received"
"LC:RGS - 01 -Response Group Service Match Making"\"Total Number of presence subscriptions terminated"
Also please review the capacity of your server
http://technet.microsoft.com/en-us/library/dd425159(office.13).aspx
Table 6. Response Group Service User Model
Component
Per Enterprise deployment
Per Standard Edition server
Active agents (formal and informal)
1,200
1,200
Number of standard Response Groups
450
150
Number of queues used
One unique queue for each hunt group, two for the One-Level Interactive response group
One unique queue for each hunt group, two for the One-Level Interactive response group
Distribution of routing methods on groups
Parallel routing: 40%
Longest idle: 40%
Serial: 10%
Round robin: 10%
Parallel routing: 40%
Longest idle: 40%
Serial: 10%
Round robin: 10%
Percentage of workflows that use speech recognition in their interactive voice response (IVR) versus workflows that use only dual tone multi-frequency (DTMF) in their IVR
Speech recognition/Text-to-speech (SR/TTS) + DTMF: 50% DTMF: 50%
SR/TTS + DTMF:50% DTMF: 50%
Number of hunt groups (mix of 50% simple and 50% complex hunt groups)
600
300
Average number of agents per group
10 agents
10 agents
Average number of groups an agent is a member of
Two groups
Two groups
Number of groups per queue (average)
90%: One group 10%: Two groups
90%: One group 10%: Two groups
Number of simultaneous response group calls
480
60
Average call duration (IVR portion + music on hold)
30 seconds
30 seconds
Average call duration with the agent
3 minutes
3 minutes
Number of sign-in/sign-out cycles for formal agents in a day (based on an 8-hour day)
4
4
Table 7. Maximum Supported Users for Each Topology
Topology
Servers required
Maximum users supported
Standard Edition server
One Standard Edition server
5,000
Enterprise pool, consolidated configuration
Eight Enterprise Edition Front-End Servers running all server roles
One Back-end SQL Server
100,000
Note:
If deploying only IM and presence, Office Communications Server 2007 R2 supports 200,000 client end points, where each end point is a client program, such as Communicator, based on eight Front End Servers and a 16-core computer running the Microsoft
SQL Server database software. The back-end database must run on a 4-way processor, quad core, or 8-way, dual core, 2.0 GHz+ computer.
-Santosh

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

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