[cisco-voip] CCX CSQ prioritizing

[Adam Blomfield]

You could increase the priority of the calls to different CSQs in the script
so that the more important queues will be answered first.

On Wed, Sep 9, 2009 at 3:34 PM, c3voip <c3voip at nc.rr.com> wrote:

>  All 5 queues are set to Resource Skills for Resource Pool Selection
> Model.
>
>
>
> If an agent has a skill level of 6 for CSQ #1 and also has a skill level of
> 5 for CSQ #2, is the agent supposed to be presented with a call from CSQ #1
> before the call from CSQ #2 no matter which call hit its queue first?
>
>
>
> In my testing it does not work this way.
>
>
>
> Thanks,
>
> -C
>
>
>
> *From:* Matt Slaga (US) [mailto:Matt.Slaga at us.didata.com]
> *Sent:* Wednesday, September 09, 2009 4:28 PM
> *To:* c3voip; cisco-voip at puck.nether.net
> *Subject:* RE: [cisco-voip] CCX CSQ prioritizing
>
>
>
> Make sure your CSQs are set for skills based routing.
>
>
>
> *From:* cisco-voip-bounces at puck.nether.net [mailto:
> cisco-voip-bounces at puck.nether.net] *On Behalf Of *c3voip
> *Sent:* Wednesday, September 09, 2009 4:26 PM
> *To:* cisco-voip at puck.nether.net
> *Subject:* [cisco-voip] CCX CSQ prioritizing
>
>
>
> I have CCX 7 Premium with 5 CSQ’s and 5 agents, and the agents can answer
> calls from all 5 queues via Resource skills.
>
>
>
> My question is, is there a way to prioritize the order in which the queues
> get handled?  From my testing it seems like it is first come first serve.  I
> have tried adjusting the skill level of my test agents and that doesn’t seem
> to change which queue calls get taken from first.  Am I thinking about this
> wrong?
>
>
>
> Thanks,
>
> -C
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