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

[Anthony Kouloglou]

Hi Anthony,
yes, that helps a lot.
I have already used a call hold-delay-15-call unhold, but as far as i 
can understand:
callers that want to enter the sales queue do not have any guarantee 
that they will even enter the queue.
I mean, since there is a delay there, what happens if:
there is caller one how wants sales and is in the delay step while on 
hold for the 15 secs and a second caller who wants sales also calls.
I think that the second will enter the queue immediately if there is an 
agent available.
Theoretically, caller-1 may never enter the queue !
Am i asking  for something impossible?

Best Regards
Anthony


On 22/3/2011 17:02, Anthony Holloway wrote:
> 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 
> <mailto: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 <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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>>
>
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