Call Parking Gadget
Finesse Gadget Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)
Agents can park and retrieve calls on IVR without making any changes in the voice browser, and handle multiple calls at the same time, switching back and forth between calls. This also known as call swapping/ brokering. This gadget allows you to execute these actions within a Finesse gadget, and share this info amongst multiple agents and within a callcenter context.
The “parking space”, visible in the Finesse gadget shows a list of parked calls, along with the agent’s name who initially took the call, with an attached parking reason and the total parked duration.
Parking a call
Call Parking transfers the call to an IVR port (IP-IVR or CVP), and makes these parked calls visible to agents in a Finesse gadget. It is possible to configure the gadget to an agent can see all parked calls or only his parked calls.
An agent can park/swap an active contact center call with a parking reason. This swapping is a blind transfer to an IVR/CVP port or CUCM DN number. In the Finesse gadget, the call is put to a “parking space”, and the agent will be set automatically to READY state to retrieve the next callcenter call.
He can also park a conference call. The conference call will be transferred to the parking space and all participants except the caller will be dropped from the conference.
Call Retrieval from Parking
When switching back a parked/swapped call, the call is blind-transferred from the IP-IVR or CVP port to the agent. An agent can switch back/unpark a call if he is in READY, NOT READY, TALKING or a WORK state.
Pick a Call from a Priority Queue
Expertflow provides Cisco ICM/UCCE/PCCE or UCCX script to pick a call from a priority queue. As soon as a call arrives on the priority queue, it is shown on the same Call parking gadget along with the clear notification/alert (e.g., Queue Name in Red), so that the agent knows there is an incoming call in the priority queue waiting.
An agent can click on the “pick call” button which will park the current call in a parking space and the selected call from High Priority Queue will be routed to that agent.
If ICM finds another free agent before the request of call picking is processed, the call will be routed to that free agent, the agent who picked the call will be shown an error and the call be removed from the parking gadget.
The following standard reports are provided as a part of this gadget. Customized reports other than the ones mentioned below can also be provided upon request.
Agent Wise Report
Expertflow implemented call transfer and call history Finesse gadgets for use by agents in our national contact center. I have found ExpertFlow to be responsive and helpful. Expertflow dealt with issues raised in a timely fashion and delivered the gadgets according to the agreed schedule.