[cisco-voip] CCX CSQ prioritizing

c3voip c3voip at nc.rr.com
Fri Sep 11 10:27:09 EDT 2009 

Or I could do some DB Writes to another database table since my HTTP
Wallboard script is already accessing a database.

Thanks,
-C

-----Original Message-----
From: Jonathan Charles [mailto:jonvoip at gmail.com] 
Sent: Friday, September 11, 2009 2:03 AM
To: c3voip at nc.rr.com
Cc: Sean Walberg; cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] CCX CSQ prioritizing

You need to get the reporting statistic, then you dump it to an xml
(create document step) then use some app (Ajax, etc) to create an app
that will watch this XML file and populate/present the data to you...


Jonathan

On Thu, Sep 10, 2009 at 9:49 PM,  <c3voip at nc.rr.com> wrote:
> OK, I'll bite...
>
> How do you get the call priority to a web page?  Is there a table that
would have this info in real-time?  This info is not in RtCSQsSummary.
>
> -C
>
> ---- Jonathan Charles <jonvoip at gmail.com> wrote:
>> ok, easy.
>>
>> Use the existing script, but use five child scripts.
>>
>> Each menu option would dump people down into that script, each of
>> those scripts would dump into the same CSQ...
>>
>> I can show them how many calls are in queue, and by what priority...
>> so, do this... set the priority solidly for each queue, so 3 for one,
>> 5 for another, etc... and then you can display how many priority 5
>> calls are in queue.
>>
>>
>> J
>>
>> On Thu, Sep 10, 2009 at 2:07 PM, c3voip <c3voip at nc.rr.com> wrote:
>> > 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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>> >>> _______________________________________________
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>> >>>
>> >>>
>> >>>
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>> >>
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>> >>
>> >>
>> >> --
>> >> Sean Walberg <sean at ertw.com>    http://ertw.com/
>> >>
>> >> _______________________________________________
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>> >>
>> >>
>> >
>> >
>
>

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