Finding the number of active calls in a given queue via ActiveX

NICE CXone API & Integrations
1

I’m trying to find the number of active calls using ActiveX in a particular queue (DN) that many extensions use.
I tried using TExtension11(Y).TQueryAddress(AddressInfoNumberOfAvailableAgentsInQueue), but always shows the correct number of available agents, agents logged in, but 0 for active calls.

Any suggestions? Thanks

2

What do you mean by active calls? Calls in queue?

3

Correct. An agent may be on a call in “queue-2”, for example. I’d like to query that queue (or DN?) to see how many agents were on a call associated with it.

Do I have to query each analyst’s DN, or is there an easier way? What extension type should I register with for such queues? TypeDN? TypeACDgroup? TypeQueue? I’ve tried them all.

Thanks

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4

?? That is imposible because the call has already been distributed from the queue to an agent extension.

5

It sounds like you’re thinking in Avaya mode where a call is always in a ‘queue’ until the ACW is finished. In Genesys calls cease to be in a queue once they’ve been sent to an agent.

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6

Ok, few very quick questions:

  1. do you have calls actually queued in that queue or are they already distributed to agent? If latter, your count of 0 is corrent.
  2. is it a VQ or actual ACD queue? If so, is it Avaya?

Vic

7

Vic, Wyn is correct that I’m mixing Genesys vervbiage with CMS. My apologies.

Yes, it is an actual ACD used with Avaya. CMS calls them “Split/Skills”

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