[cisco-voip] call queue light (BLF) for UCCX calls in queue

[Anthony Holloway]

I've seen people using BLF to monitor a small number of CTI ports. It
doesn't scale very well obviously.

Paul Giralt showed off a cool custom BLF solution at Cisco Live this year.
Basically he used JTAPI to monitor line state, and the used a SIP library
to SUBSCRIBE/NOTIFY an arbitrary line on a phone. I don't see why the SIP
portion couldn't be used to light an arbitrary line when a caller enters
the queue.

BRKCOL-2256 - Using Collaboration API's to solve Real-World Challenges
(2017 Las Vegas

"The second case study will show how the JTAPI API, AXL API, and SIP
signaling can be used in a Java application to create a device busy lamp
field indicator on IP Phones."

He posted code samples in the associated Spark room, though I haven't
looked at them to see what it all contains.
On Wed, Aug 30, 2017 at 4:04 PM James Buchanan <james.buchanan2 at gmail.com>
wrote:

> On the lighting of MWI or something else, I used a Place Call step when
> entering the queue to signal there were calls in queue. If the caller hung
> up or got answered, the script would go back to the top, hit the On
> Exception, ContactInactiveException step, and use a GoTo to another part of
> the script where a reporting statistic would check for the number of calls
> in queue.
>
> I've attached a santized version of the entire script. This is from 2008,
> and I was newish to scripting, so be kind :-).
>
> On Wed, Aug 30, 2017 at 9:02 PM, Brian Meade <bmeade90 at vt.edu> wrote:
>
>> How about using a place call step to a directed call park number and a
>> directed call park BLF on the phones?  You'd need to make sure to end that
>> call under the Connect step.
>>
>> That doesn't help with multiple calls in queue though.  Any additional
>> fake calls sent to the park slot should fail since it's in use.
>>
>> You can make some nice CUIC wallboards or have agents use FIPPA/IPPA on
>> their phones instead to monitor the queue.
>>
>> On Wed, Aug 30, 2017 at 3:07 PM, James Conyers <James.Conyers at du.edu>
>> wrote:
>>
>>> Does anyone have any experience with scripting a “calls in queue” light
>>> (possibly a BLF indicator) for Contact Center Express? Our old legacy
>>> system can easily light a lamp on a phone when a call is in queue and also
>>> have the light flutter when multiple calls are in queue. I have yet to be
>>> able to script this in CCX script editor. We have used Informacast paging
>>> to send a paging message to certain phones but it is a third system to
>>> integrate into a call center. Ideally I would like to only integrate CUCM
>>> and CCX. I assume an “outdialContact” would work on CCX but was wondering
>>> if there was a way to do it using “Get Reporting Statistic” parameter that
>>> might be easier.
>>>
>>> I came across this post on Cisco support, but it doesn’t fully explain
>>> it, so I am stuck on exactly how to do this. Below is a sample of my script
>>> that uses Informacast. Is there a better way to accomplish this without
>>> using the Informacast system, and also a way to make the lamp flutter like
>>> it used to in the old system?
>>>
>>> Thoughts?
>>>
>>> Thanks,
>>>
>>> James
>>>
>>>
>>>
>>> James Conyers
>>>
>>> Telecommunications Engineer II
>>>
>>> 303-871-7992 <(303)%20871-7992>
>>>
>>>
>>>
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>>> cisco-voip mailing list
>>> cisco-voip at puck.nether.net
>>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>>
>>>
>>
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