[cisco-voip] UCCX Call Park

[Ryan Huff]

John,

You might consider a phone-only agent; still someone logging in technically but your agents aren't dealing with agent software at least -and makes it a little easier to contain the solution in UCCX.

I've implemented it this way in a small retail shop and the phone just remained login for the day and login/logout was implemented as part of the store open/close procedure. Obviously skews a lot of reporting metrics but kept the associates away from telephony software.

For notifications I did an http trigger to a script hosted on tropo.com<http://tropo.com> that did an SMS blast to associate mobiles that were subscribed to a notify list. Once notified, the associate picked up the phone (which is really a logged in phone-only agent) and it dequeued the call to be answered like normal.

Automatic IP phone intercom may be possible via API access with something like SingleWire advanced notification.

Sent from my iPhone

On Feb 24, 2016, at 4:44 PM, John J <bcchimp at gmail.com<mailto:bcchimp at gmail.com>> wrote:

Anthony/Shirryn, thanks, but looking to do it cheaper with UCCX.

Ryan, correct, having store reps login to a queue wouldn't be good for anyone involved.

I'll whip something up in UCCX as I don't think it'll be difficult, just was hoping someone had a sample script.

Thanks.

On Wed, Feb 24, 2016 at 4:38 PM, Ryan Huff <ryanhuff at outlook.com<mailto:ryanhuff at outlook.com>> wrote:
What is the primary reason for customer not wanting agents, is it the fact of not wanting users to have to navigate agent software (CAD/Finesse)?

Thanks,

Ryan

> On Feb 24, 2016, at 4:21 PM, John J <bcchimp at gmail.com<mailto:bcchimp at gmail.com>> wrote:
>
> Have a customer that would like to not even have any agents.  They're a retail store, so they'd like to:
>
> 1. Have a call come in and play a menu
> 2. Depending on the option they choose, be routed to a department
> 3. When routed, they'd like the call to be queued/parked and have it announce over their intercom system on how to retrieve the call.
> 4. Pick up the call.
>
> Anyone do something like this before?  What's the best way to achieve this?
>
> Sample scripts are welcome. :-)
>
> Thanks.
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