[cisco-voip] uccx overflow csq to hunt group subflow

[Erick B.]

How about setting up a overflow CSQ and dequeue the call from the original
CSQ and select overflow CSQ with the overflow agents (make original agents
have overflow skill also) with a higher priority?  This way the call stays
in uccx.

Is the problem you are trying to fix, is there isn't enough agents
available to answer the calls coming in?


On Thu, Dec 13, 2012 at 11:51 AM, Matthew Loraditch <
MLoraditch at heliontechnologies.com> wrote:

>  I don’t think there is a way you could constantly keep them in the queue
> while ringing the hunt pilot but you could do the CFNA on the huntpilot and
> setup a separate trigger number and then put an if statement in that says
> if calls come in on that trigger set the priority higher.****
>
> I don’t think you’d need to worry about bringing them back to the same
> queue slot b/c as soon as you reach the threshold where you go the
> huntpilot you get transferred out and dequeued and then when you come back
> at the top priority you’d be instantly ahead of everyone else who is still
> in their first go around, and queued calls of equal priority still stack
> FIFO****
>
> ** **
>
> Matthew G. Loraditch – CCNP-Voice, CCNA, CCDA
>
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> *From:* cisco-voip-bounces at puck.nether.net [mailto:
> cisco-voip-bounces at puck.nether.net] *On Behalf Of *Michael Muscat
> *Sent:* Thursday, December 13, 2012 10:53 AM
> *To:* cisco-voip at puck.nether.net
> *Subject:* [cisco-voip] uccx overflow csq to hunt group subflow****
>
> ** **
>
> Hi,****
>
> ** **
>
> I have a uccx 8.5 system with a CSQ configured and would like to dump
> queued calls if not answered in a certain time to a hunt pilot but then if
> the hunt pilot doesn’t answer have them go back to the CSQ with a higher
> priority.  I know how to set the priority in uccx but my problem is getting
> a call subflow setup to send the queued calls to it then bring them back
> in.  I currently have the queued calls hitting a call redirect step to be
> transferred to a DN which is forwarded to a hunt pilot since forwarding
> directly to a hunt pilot is not supported.  This works well but if the
> users of the hunt pilot aren’t available the calls just rings forever.  If
> anyone has any insight or examples to what type of steps I would need to
> add to my script for this I would really appreciate it.  Part of my current
> script is below.  When calls are queued it plays prompts/hold music/queue
> positions then plays a menu to give callers the opportunity to exit the
> queue and use the automated services, then eventually is sent to the
> overflow hunt pilot.  From there they are out of the uccx system which we
> have had people stuck in the hunt for a long time since we don’t want the
> hunt to ever go to voicemail and just do a continuous ring.  I thought
> about forwarding the ring no answer on the hunt back to the CTI of the CSQ
> but then they are placed to the back of the queue instead of their normal
> position or higher if needed.  Ideally I would like it to ring out to the
> pilot but still appear queued from the callers perspective and if not
> answered then will just continue in the queue.  ****
>
> ** **
>
> ** **
>
> ****
>
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