collabcowboy.net
Real-time queue visibility for Cisco CUCM native hunt-pilot queueing
🐕 Bloodhounda Collab Cowboy tool
Make your native hunt-pilot queue feel like a real contact center.
CUCM’s native hunt-pilot queueing parks your callers and rings your agents, then goes dark. No wallboard, no live agent states, no historical reporting. The usual fix is to license and run UCCX, or move the whole team to a cloud contact center. Bloodhound is the third option: a real-time supervisor dashboard and reporting layer that sits on top of the native queue you already run. No UCCX, no cloud contact-center license, no agent desktop software.
Bloodhound watches a hunt pilot live, PerfMon plus per-agent phone status refreshing every one to two seconds, and reconciles every call against CDR, the authoritative record pulled from your publisher every 60 seconds. You share the result as a dashboard link.
Supervisor dashboard · live view● live
In Queue
3
callers waiting now
Available
7
ready to take a call
On Call
4
handling calls now
Longest Wait
0:42
current longest in queue
Available
On Call
On Q Call
Q Ring
Ring
Logged Out
The Live Board
What your supervisor watches
Queue depth, how many agents are ready versus on calls, and the longest current wait, all updating in near real time. A per-agent table shows each agent’s live state and how many calls they’ve handled today.
- Queue counters: In Queue, Available, On Call, Longest Wait
- Per-agent states: Available, On Call, On Q Call, Q Ring, Ring, and Not Ready with a reason
- Per-agent handled: calls answered by each agent today
- Supervisor controls: force an agent Ready / Not Ready, plus an optional live leaderboard
The Reporting
How the queue, and each agent, performed
Every call reconciled against CDR, the authoritative record, never an estimate. Per-agent performance and adherence alongside the queue numbers. An always-on collector pulls CDR 24/7, so thirteen months of history keeps building on its own.
- Volume: Handled, Abandoned, RNA, Wait Timeout, Overflow
- Per-agent performance: AHT, occupancy, avg wrap, speed-to-answer, in-SLA %, with a supervisor leaderboard
- Adherence: Not-Ready time by reason (Lunch, Break, Admin…); breaks don’t count against occupancy
- Filter & export: by date range and call type, straight to CSV
Why teams reach for it
Contact-center visibility without the contact-center project.
No UCCX, no cloud CC. Bloodhound layers onto the native queueing you already license. Nothing to re-architect, no agent software to roll out, no per-agent platform seats.
Share it with a link. Hand a team lead a URL and they watch the live queue in a browser. Any CUCM user on that cluster can open it, with no extra logins or seats.
Zero phone-by-phone setup. Enable a pilot and Bloodhound auto-configures the agent phones for live state polling, Web Access plus the AXL application user, in one step.
CDR is the source of truth. Call volumes are reconciled against the authoritative record, not guessed, so the numbers a supervisor reports actually hold up.
Adherence, not just volume. Break time by reason and a fair occupancy that excludes lunch show where the day actually went, without standing up a workforce-management suite.
A light contact center, not a wallboard. Ready/Not-Ready, wrap-up, and click-to-dial live in the same link agents already open, so a hunt pilot runs like a queue without a per-agent platform.
Built for agents, not just supervisors
The dashboard is a link any CUCM user opens, not just a manager’s wallboard. Agents get real controls right in the browser: Ready / Not Ready with a reason (Lunch, Break, Admin), server-owned wrap-up, and dial, blind-transfer, and consult from the queue’s directory, no UCCX agent desktop, no softphone to roll out. And the whole team can filter to the calls the queue missed that day, abandoned, no-answer, and timed-out, and export that list to call those people back.
Setup & Fit
Works with
Hunt pilots that have CUCM native queueing enabled.
Turn it on
A one-time CDR enable on CUCM, then one-click enable per pilot in the admin console. New pilots auto-discover.
Sized for
Service desks, support lines, and contact groups, roughly up to 10 pilots and 50 agents per pilot, per cluster.