[cisco-voip] UCCX8 Standard: 2 CSQs with same resources
Anthony Kouloglou
akoul at dataways.gr
Tue Mar 22 11:28:03 EDT 2011
Ok, so if i set the delay between hold and unhold to a low value, lets
say 5secs, is there a problem for the system? (25 seat license)
Will it crush or something like this.
Because, 5 seconds delay i guess reduces the possibility for unfairiness!!
On 22/3/2011 17:24, Anthony Holloway wrote:
> 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
> <mailto: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 <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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