[cisco-voip] UCCX8 Standard: 2 CSQs with same resources

[Anthony Holloway]

Anthony,

First, I want you to know, it's not because of your Standard licensing that
is causing the CSQ's to be FIFO; it's FIFO in all license models.  Getting
around FIFO is something a lot of people try to accomplish.

Second,  the solution is a scripting trick, not a UCCX admin config.
 Priorities wont work for you, because you are not queuing callers in both
CSQ's at the same time.  What you need is a check in the Sales script logic,
that does not actually do a "Select Resource" until there are Ready Agents
to service the caller.

How do you do that?  Well, it's a bit of a pseudo queue.  You create a queue
loop prior to the Select Resource step, and inside of it, you are checking
an ACD statistic for Ready Agents in the Sales CSQ.  If this value is less
than 1, then keep looping, else, Select Resource.

You are basically operating on the premise that: for as long as there are
callers queued in the Support CSQ, your Agents couldn't be Ready.  So as
soon as you have Ready Agents, this is your signal that it's okay to queue
to Sales for the same group of Agents.

Be careful though.  There is a reason it's FIFO and you cannot change that.
 You will run the risk of starving the Sales CSQ with a steady flow of
Support calls throughout the day.  One way to mitigate this starvation is to
add logic to your Sales script that injects callers into the Sales CSQ at
certain intervals: either by time, or by callers currently queued in
Support.

Make sense?  You have a challenge ahead of you.  Good luck!

Anthony

On Tue, Mar 22, 2011 at 2:39 AM, Anthony Kouloglou <akoul at dataways.gr>wrote:

>  Hi all, i have a question regarding a UCCX installation Standard.
> I have 2 CSQs (sales and support) with the same resources (agents are the
> same) but with different skills (each is skilled with 10 in support and
> something less in sales).
> I guess, since it is standard version, each CSQ is FIFO.
> How can i make my config (of skills ?) so the support CSQ is always served
> first?
> I don't care if sales have to wait for all support calls to end.
>
> Kind Regards
> Anthony
>
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