Cisco PCCE Custom Queue Transfer Enhancement with CUIC Reporting

1. Project Background

We are looking for an experienced Cisco PCCE developer to develop a custom queue transfer solution for our on-premise Cisco Packaged Contact Center Enterprise (PCCE) environment.

Currently, agents handle customer calls within their respective Call Centers. We require a custom enhancement that enables agents to transfer calls between predefined queues across different Call Centers using a simple interface integrated with Cisco Finesse.

The solution must also capture all transfer transactions and provide a consolidated report in Cisco Unified Intelligence Center (CUIC).

2. Existing Environment

· Cisco Packaged Contact Center Enterprise (PCCE) – On-Premise

· Cisco Finesse Desktop

· Cisco Unified Intelligence Center (CUIC)

· Three (3) Call Centers

· Seven (7) predefined queue transfer scenarios

3. Project Scope

The freelancer shall design, develop, test, deploy, and document a custom Cisco Finesse solution that enables agents to transfer active customer calls between predefined queues.

The scope includes:

· Develop a custom Cisco Finesse Gadget.

· Display seven (7) predefined queue transfer options.

· Allow agents to transfer active calls by clicking the appropriate transfer button.

· Route calls to the designated destination queue.

· Preserve the active customer call during the transfer process.

· Handle transfer failures gracefully with appropriate error messages.

· Log every transfer transaction for reporting and audit purposes.

· Integrate the transfer logs with Cisco CUIC.

· Develop a consolidated CUIC report for all transfer activities.

· Support SIT, UAT, Production deployment, and Knowledge Transfer.

4. Functional Requirements

The solution shall support:

· Queue-to-Queue Transfer

· Agent-initiated transfer through Cisco Finesse

· Seven predefined transfer destinations

· Blind Transfer and/or Consult Transfer (to be confirmed during design)

· Transfer status validation

· Error handling and user notification

· Audit logging

5. Queue Transfer Scenarios

The solution shall support seven predefined routing scenarios between the three Call Centers. The exact queue mapping will be provided during the project implementation.

6. Logging Requirements

Every transfer attempt shall be logged regardless of whether it is successful or unsuccessful.

The logged information shall include, at minimum:

· Transfer Date \& Time

· Call ID

· ANI (Customer Number)

· Agent ID

· Agent Name

· Source Call Center

· Source Queue

· Destination Call Center

· Destination Queue

· Transfer Type

· Transfer Status

· Failure Reason (if applicable)

· Talk Time Before Transfer

· Total Call Duration

7. CUIC Reporting Requirements

The freelancer shall develop a custom Cisco CUIC report that provides a consolidated view of all transfer activities.

The report shall support:

· Consolidated reporting for all seven transfer scenarios

· Search by Call ID

· Search by Customer Number (ANI)

· Filter by Date Range

· Filter by Agent

· Filter by Source Queue

· Filter by Destination Queue

· Filter by Call Center

· Sort report results

· Export to Excel/CSV

8. Deliverables

The freelancer shall provide:

· Solution Design Document

· Technical Design Document

· Cisco Finesse Custom Gadget

· Queue Transfer Implementation

· Transfer Logging Mechanism

· CUIC Custom Report

· Source Code

· Database Scripts (if applicable)

· Installation \& Deployment Guide

· Test Cases

· UAT Support

· Production Deployment Support

· Knowledge Transfer Session

9. Required Technical Skills

The freelancer should have proven experience with:

· Cisco PCCE

· Cisco Finesse

· Cisco CUIC

· Cisco CTI APIs

· Cisco Unified CM (CUCM)

· JavaScript

· REST APIs

· Contact Center Integration

10. Proposal Submission

Interested freelancers should provide:

· Company/Freelancer profile

· Relevant Cisco PCCE project experience

· Experience developing Cisco Finesse Gadgets

· Experience developing Cisco CUIC reports

· Technical approach

· Project timeline

· Commercial quotation

· Post-deployment support model

· References for similar Cisco Contact Center projects

Job Type: Temporary
Contract length: 1 month

Work Location: Remote