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

[Anthony Kouloglou]

Anthony thanks,
i am already a lot of steps ahead!!
It started working fine. (i am sure some refinements are needed!!)
Look what i did.
1.right before sales queue i used:
a */"Get reporting statistic"/* with parameters:
     Report Object: CSQ IPCCExpress
     Field           : Ready Resources
     Row id: CSQ_support (the name of my CSQ with absolute priority)
     Result Statistic : AgentReady (an integer variable)
2. next i used an if (AgentReady==1) then
         true -> go to select resource for Agent Ready
         false-> delay 5 secs and then go again to get reposrting statistic.

Suppose i don't mind if the sales queue is starved;
How can i make the callers hear music while they are in the false exit 
of the "if"?

Best Regards
Anthony


On 22/3/2011 14:04, Anthony Holloway wrote:
> 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 
> <mailto: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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