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

[Anthony Holloway]

Yes, unfortunately you are asking for something impossible.  You are trying
to defeat the FIFO distribution of contacts, which is a hard set feature of
UCCX and cannot be changed.  I'd offer a solution that breaks reporting, but
is easier to manage scripting wise, however, you cannot use priorities in
Standard.

Anthony

On Tue, Mar 22, 2011 at 10:10 AM, Anthony Kouloglou <akoul at dataways.gr>wrote:

>  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>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
>>>
>>> _______________________________________________
>>> cisco-voip mailing list
>>> cisco-voip at puck.nether.net
>>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>>
>>>
>>
>
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