[cisco-voip] CCX CSQ prioritizing

Thu Sep 10 15:07:24 EDT 2009

I only have one application with one trigger and 5 menu options.  Are you
saying that I need to create new applications for each menu option and a new
trigger and when they select the menu option transfer the call to the new
trigger then put them in the same CSQ on all 5 applications?  Would that
even work?

To throw a monkeywrench into the whole thing, the helpdesk wants a way to
monitor the queue to see when calls start piling up and they want them to be
able to see what option the user pressed.  I have an http wallboard that
pulls from the real time tables in the db_cra database, and it works great
if each menu option is a separate CSQ, but since I can't prioritize CSQ's
then it doesn't really help me.

-C

-----Original Message-----
From: Jonathan Charles [mailto:jonvoip at gmail.com] 
Sent: Thursday, September 10, 2009 12:15 PM
To: c3voip
Cc: Sean Walberg; cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] CCX CSQ prioritizing

Help?

It wouldn't be a problem... just organize off of pilot called...

So, if I call pilot 1001, for sales and 1002 for support, on the
report, it will show which pilot was called (if you organize it
properly...)

J

On Thu, Sep 10, 2009 at 11:02 AM, c3voip <c3voip at nc.rr.com> wrote:
> How would that help with reporting?
>
>
>
> -C
>
>
>
>
>
> From: Sean Walberg [mailto:swalberg at gmail.com]
> Sent: Thursday, September 10, 2009 11:59 AM
> To: c3voip
> Cc: cisco-voip at puck.nether.net
>
> Subject: Re: [cisco-voip] CCX CSQ prioritizing
>
>
>
> You could queue the call to all 5 queues with a higher priority.
>
>
>
> Sean
>
> On Thu, Sep 10, 2009 at 10:53 AM, c3voip <c3voip at nc.rr.com> wrote:
>
> 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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> --
> Sean Walberg <sean at ertw.com>    http://ertw.com/
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