[cisco-voip] CallManager and Queuing

[Tim Smith]

Hi Ed,

Excluding ARC as well.. as they will probably purchase a full Genesys setup
lately...
And they are currently using ACD functionality just through the phone...
desktop setup is fairly locked down, so lead time is too long to have to
utilise any desktop clients.

Also.. I dont think AC does queuing in 4.2, and we would be stuck with
broadcast queuing... they want to go with least idle.

Cheers,

Tim.


On 8/5/08, Ed Leatherman <ealeatherman at gmail.com> wrote:
>
> Not sure what your reason for excluding AC is so this might not be
> relevant. I believe the third party ARC Console also does some call queuing,
> and cisco's selling a small business console program that looks based on the
> ARC Console product as well. Haven't used either one, just pointing them
> out.
>
> On Tue, Aug 5, 2008 at 6:24 AM, Tim Smith <thsglobal at gmail.com> wrote:
>
>> 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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>> cisco-voip at puck.nether.net
>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>
>>
>
>
> --
> Ed Leatherman
> Assistant Director, Voice Services
> West Virginia University
> Telecommunications and Network Operations
>
>
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