[cisco-voip] CallManager and Queuing

[Tim Smith]

Hi Philip...

Sorry that was an option I'd meant to exclude as well...

I understand the queuing is also only available on broadcast distribution...
(which is probably livable)
But I dont think this is available in v4.2

Cheers,

Tim


On 8/5/08, Philip Walenta <pwalenta at wi.rr.com> wrote:
>
>  Tim,
>
> You could alternately use the queuing function of Attendant Console.
>
> Only drawback - you need to load software on the PC's.
>
>  ------------------------------
> *From:* cisco-voip-bounces at puck.nether.net [mailto:
> cisco-voip-bounces at puck.nether.net] *On Behalf Of *Tim Smith
> *Sent:* Tuesday, August 05, 2008 3:18 AM
> *To:* cisco voip
> *Subject:* [cisco-voip] CallManager and Queuing
>
>
>  Hi Guys,
>
> I have a small branch office. We are replacing their Nortel system with
> CallManager 4.2.
> Eventually they will probably get a Genesys contact center solution.
>
> We also have Unity Connection. I can think of a few tricks, but I dont
> really want to go down that path.
>
> But in the interim...
> There is a bit of a shortfall with the ACD setup they have currently.
> The call distribution part is fine, we can do with Hunt group, least idle
> and the Hlog key.
> But, they also have a queuing function, if everyone is busy.
>
> I dont have the option to install IPCC express co-resident or standalone.
>
> I know there is the B-ACD script with CME.
> I'm wondering if some sort of TCL script could be used.
>
> Functionality should be fairly basic.
> Call would go to the hunt group in CallManager.. on busy / no answer it
> would go to the TCL script.
> Perform some sort of queuing treatment.
> Then try and transfer back out.
>
> The problem I can see is how will the TCL script know the status of the
> phones / hunt group.
>
> Any ideas if this would be possible? or any other creative solutions?
>
> Cheers,
>
> Tim.
>
>
>
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