[cisco-voip] CCX CSQ prioritizing

[c3voip]

I have tried setting priority 5 on calls to CSQ #1 and priority 3 on calls
to CSQ #2, and the call to CSQ #2 still gets answered first if the call got
to the Q first.  Is priority not limited to within the same CSQ?

 

Thanks,

-C

 

From: Adam Blomfield [mailto:adman at adman.net] 
Sent: Wednesday, September 09, 2009 4:39 PM
To: c3voip
Cc: Matt Slaga (US); cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] CCX CSQ prioritizing

 

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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