[cisco-voip] uccx agent selection?

[Matthew Saskin]

Yes to what's been stated thus-far.  In IPCCx/UCCx when you queue a call to
a CSQ that CSQ just gets "added to the list" of CSQ's that can field that
call.  This is the reason when you use a de-queue step you can either
de-queue from all CSQ's or de-queue from only specific CSQ's.  If you look
through the MIVR traces you can actually see the list of valid CSQ's for a
given call growing after each enqueue step.

Matthew Saskin
msaskin at gmail.com
203-253-9571


On Thu, Oct 1, 2009 at 8:35 AM, Matthew Loraditch <
MLoraditch at heliontechnologies.com> wrote:

>  We just had someone do this for us and I am looking at the script now and
> this is precisely how they wrote it nested ifs based on thresholds and as
> thresholds are met calls are added to the queues of my overflow agents in
> addition to staying the default queue, and the calls loop back through every
> so often to check the thresholds and enter the addt’l queues as needed.
>
> HTH
>
>
>
>
>
> *Matthew Loraditch*
> 1965 Greenspring Drive
>
> Timonium, MD 21093
> support at heliontechnologies.com
> (p) (410) 252-8830
> (F) (443) 541-1593
>
> Visit us at www.heliontechnologies.com
> Support Issue? Email support at heliontechnologies.com for fast assistance!
>
>
>
> *From:* cisco-voip-bounces at puck.nether.net [mailto:
> cisco-voip-bounces at puck.nether.net] *On Behalf Of *Ed Leatherman
> *Sent:* Tuesday, September 29, 2009 7:03 PM
> *To:* Countryman, Edward
> *Cc:* cisco-voip at puck.nether.net
> *Subject:* Re: [cisco-voip] uccx agent selection?
>
>
>
> I vaguely remember something about nesting select agent steps to add a
> caller to another queue while leaving them in the previous one.. maybe give
> that a try? Never had to do it myself.
>
> On Tue, Sep 29, 2009 at 6:43 PM, Countryman, Edward <
> Edward.Countryman at provena.org> wrote:
>
> In one of my call centers I have two groups that handle different caller
> needs.  The caller selects which group they need upfront and are queued to
> that group for the next available agent.
>
>
>
> What would be the appropriate way to configure this if I wanted these
> groups to be able to back each other up after an initial wait time period?
>  Skill based routing would let me do this but without the initial time
> period.  Resource groups don’t seem to allow this either.
>
>
>
> Any thoughts on this would be appreciated?
>
>
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>
> --
> Ed Leatherman
>
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