Calls Queued on IPCC

[Neily]

I wrote a script that rang a DN whenever a call was queued but there were no agents available to answer it.

This had been working for months, until today. We eventually found somebody had turned off the computer that had IP Communicator installed.

Now we could just use a normal handset, but we don't have any spare and would prefer not to buy one for this.

Is there a way to list in a Performance Monitor for example the number of queued calls (those not ringing or answered by agent).

Maybe a SQL query that we can then use to produce a graph for exemple.

THANKS

 

[adminto]

Hi, you can do this from CTI OS. But if you want the run a SQL query you can find this infomation in the call type and skill group real time tables on the awdb.

 

[jsaul30]

Neily:

I'm in a similar situation, and I would like to see how you wrote the script to call the additional extension. We often have only one or two parts agents available at a walk-up counter and we would like to be able to have a visual (or audible) indicator that a call is in queue. I think that your idea may work well for what the parts managers have been requesting. Could you give me a few details on how you went about it? Thanks!

 

[Neily]

All I did was setup a dummy phone on a workstation with an internal only DN. Then in the queue section of script phoned that DN for 2 secs. Anymore would mean you wouldn't be aware of multiple queued callers.

I'm currently working on a much better method if you'd like to know that also?

 

[jsaul30]

Certainly! Any ideas would be great. To give you an idea of what I'm up against, the parts manager at this store has it in his head that I should provide them with a stoplight that will be green when the queue is empty, yellow when there is one queued, and red when there is more than one. I honestly don't have any idea where he got the idea that I could whip that together for him, but he's just dead set that that's what he wants...

 

[Neily]

SELECT RTRIM(CSQName) [CSQ Name], RTRIM(callsWaiting) [Calls waiting] FROM RtCSQsSummary

The above SQL Query will give you the count of queued calls in each CSQ.

Slight modification will give you one CSQ and a simple C# app (or similar) would allow you to output to a serial port to which you could connect your light.

ENJOY!!

 

[jsaul30]

Nice, when I have a few moments of peace I'll see about trying that out. Thanks!!!