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View # of Calls queued to to Agent

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View # of Calls queued to to Agent
Answer
11/29/08 2:14 AM
I am trying to create a control to display to the agent how many calls are queued for them. We created a single enterprise skill called direct_calls and use a formula in a Queue to Agent Node to determine which agent to queue the call.

I am having problems finding a place to query for calls waiting for a specific agent. Is there anywhere to get the call detail of the calls currently queued for a skill group? I could not find anywhere in the CTIOS client to see this info.

I also tried a different approach trying to query the database, but the route_call_detail table does not show the call detail until the call has been routed.

Is there anything that I can query the call details for calls which have not been routed?


Any help would be appreciated.
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Re: View # of Calls queued to to Agent
Answer
12/1/08 8:12 PM as a reply to Robert Eagleston.
Robert,

CTIOS does not provide an API for listing queued calls.

David
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Re: View # of Calls queued to to Agent
Answer
12/2/08 12:48 PM as a reply to Robert Eagleston.
you can add Webview realtime report in CTIOS interface.
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Re: View # of Calls queued to to Agent
Answer
12/6/08 1:35 AM as a reply to Robert Eagleston.
I figured out a work around. The CTIOS Client has no way to provide information on calls which have not been routed. However, since each agent has their own unique call type set in the database, I am able to query the realtime tables for call types on the AW.

Thank you to everyone who participated on this thread.
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