[cisco-voip] CCX CSQ prioritizing

[Jonathan Charles]

Well, let's say I have a Priority two call and a priority five call.

If both are in the same CSQ, the higher priority call will get answered first.

If they are in different CSQs, then the priority has no relevence
(each is the highest priority in its CSQ)... and if an agent is in
both CSQs, he will answer the call that got their first.

If that agent now has piority skills for one CSQ over the other, will
now only apply if there are other agents with higher or lesser skills
for my CSQ and logged in...

So, if I have skill 5 in CSQ3 and two other agents have skills 3 and
8, respectively, then the agent with skill 8 will ALWAYS get the call
first if he is logged in and ready... then I will, then the guy with
skill 3 will...

This is assuming the CSQ itself uses most-skilled as a routing algorithm....



Jonathan

On Wed, Sep 9, 2009 at 3:49 PM, c3voip <c3voip at nc.rr.com> wrote:
> 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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