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

[Anthony Holloway]

First, don't use AgentReady==1, use AgentReady>=1, this way, it'll work if
you have 2 or more Agents Ready also.  ;)

Second, either use the Play Prompt step in between your checks, or use the
Place Call Hold step early on, to play music to the caller.

Does that help?

Anthony

On Tue, Mar 22, 2011 at 8:16 AM, Anthony Kouloglou <akoul at dataways.gr>wrote:

>  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>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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>>
>>
>
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