[cisco-voip] CCX CSQ prioritizing

[c3voip]

So, there is no way to prioritize one CSQ over another, the only
prioritization can be done by which agent gets the call first by skill level
or from within the CSQ with call priority.

I am trying to setup a helpdesk that has 5 menu options, which I assigned a
CSQ for each, so now they want to prioritize the menu options/CSQ's so that
certain calls get handled before others.  I guess I can do this with a
single CSQ, but then I can't use skills, and it will make it nearly
impossible to use the canned reports to differentiate which of the menu
options that the callers selected, right?

Any ideas?

Thanks,
-C

-----Original Message-----
From: Jonathan Charles [mailto:jonvoip at gmail.com] 
Sent: Thursday, September 10, 2009 2:20 AM
To: c3voip
Cc: Adam Blomfield; cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] CCX CSQ prioritizing

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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