Created by: Doug Routledge on 02-04-2013 01:34:52 PM WIth CUCM 9.x unanswered calls to a HG can be queued up until someone is available to take the call. I can't find any visibility of these "queued" calls via the TSP, or the AXL interface. Is there a method where one can retrieve information about these queued calls, like how many exist, how long they have been queued, and who the caller id is?
Subject: RE: CUCM 9.x Queued Hunt Group Call Status Replied by: Doug Routledge on 02-04-2013 04:16:57 PM Hi David, it's good to hear from you, I worked with you are your team a year or two ago, and you guys were very helpful. I have had a half dozen or so requests from customers for this already. and the main reason for their requests can be best summarized as follows; For the most part these companies have 1 or 2 primary people who fill the reception role, handling from 500-1000 end user phones. I believe the issue in general is with the customer not knowing if they are staffing properly to handle the volume of calls during periods of the day. Let's say that they have 2 people acting as reception, and they are busy answering and transferring calls. They really don't presently know if they are dealing with the only 2 acitive calls, if there are 2 active and 1 queued, or 2 active and 50 queued. Without them having to create an run some customized reports after the fact, they would like to be able to see some live representation of the queue call status, this would allow them to log backup people into the hunt group at times of high call volume and better deal with incoming calls. For me the ideal solution would be to enumerate x number of queue postions if you will, like is done with the park positions, and make them appear via CTI to the TSP as "CiscoCTIQueue" or something like that. I know the numbers aren't quite as static as park, but I believe when you create the queue option on the hunt group you define a maximum number of calls that it can hold. Thanks again David, and any help is always appreciated.
Subject: RE: CUCM 9.x Queued Hunt Group Call Status Replied by: David Staudt on 02-04-2013 03:59:18 PM Unfortunately, direct monitoring of the native call queueing feature - as you describe - is not available via any APIs. It would of course be nice to have this - if you can provide any background, use-cases or other info that would be useful in justifying/prioritizing such a feature, feel free to reply here or contact developersupport@cisco.com.
Subject: RE: CUCM 9.x Queued Hunt Group Call Status Replied by: David Staudt on 02-04-2013 04:42:04 PM Thanks Doug, we'll pass this on to the product management team. As there appears to be fairly wide applicability, I would to invite you to drop us a line on this topic at developersupport@cisco.com as well in case there are followup questions...
Subject: RE: CUCM 9.x Queued Hunt Group Call Status Replied by: Christian Bongiovanni on 03-04-2013 05:40:00 AM
Doug Routledge:
Hi David, it's good to hear from you, I worked with you are your team a year or two ago, and you guys were very helpful. I have had a half dozen or so requests from customers for this already. and the main reason for their requests can be best summarized as follows; For the most part these companies have 1 or 2 primary people who fill the reception role, handling from 500-1000 end user phones. I believe the issue in general is with the customer not knowing if they are staffing properly to handle the volume of calls during periods of the day. Let's say that they have 2 people acting as reception, and they are busy answering and transferring calls. They really don't presently know if they are dealing with the only 2 acitive calls, if there are 2 active and 1 queued, or 2 active and 50 queued. Without them having to create an run some customized reports after the fact, they would like to be able to see some live representation of the queue call status, this would allow them to log backup people into the hunt group at times of high call volume and better deal with incoming calls. For me the ideal solution would be to enumerate x number of queue postions if you will, like is done with the park positions, and make them appear via CTI to the TSP as "CiscoCTIQueue" or something like that. I know the numbers aren't quite as static as park, but I believe when you create the queue option on the hunt group you define a maximum number of calls that it can hold. Thanks again David, and any help is always appreciated.
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