[cisco-voip] UCCX - "set priority" setting wait times in Que

[Anthony Holloway]

Ryan is spot on.  Anytime you need perform a logic check in between groups
of potential Agents, you need separate queues.  Just watch out for how this
will affect your reports.

E.g., The CSQ which did not handle the call will be marked dequeued, (not
abandoned) and the CSQ which did handled the call will be marked handled.

The optimal way to handle this from the perspective of ease of reporting
and administration is to just use skills based queuing and skill the two
groups of Agents differently.

I.e., 1-5 is group A and 6-10 is group B.  This even gives you the
flexibility of sub-skilling within each groups.  E.g., In group B you have
two levels of Agents: 6-7 and 8-10.

But I do understand that technology shouldn't drive business requirements;
it's the other way around.  Again, Ryan was correct, you will need two
CSQ's and not the priority step.



On Fri, May 31, 2013 at 7:14 AM, Ryan LaFountain (rlafount) <
rlafount at cisco.com> wrote:

>   Hi Carlo,
>
>  I believe you must use two queues in this scenario. If you queue the
> call to a CSQ and then change the priority, that will only change the order
> in which the contacts are allocated to the agents, it does not change the
> agents that are members of the CSQ. To get the call to group B under any
> circumstances (priority or not), you would have to add group B to the CSQ
> and depending on load, these agents would be allocated calls that may not
> have passed the 5 minute threshold. If you changed the priority of the
> calls after 5 minutes, that would only change the order in which the calls
> were allocated, but group B could still be involved or group A.
>
>  The best way, in my opinion, would be to nest an additional Select
> Resource step pointing to the CSQ that has group B after 5 minutes of the
> call being in the Queued branch of the first Select Resource step (for
> group A). If the call is in the queued branch of the second Select Resource
> step, both group A and group B have a chance to answer the call.
>
>  Some others on the list may have better ideas.
>
>  Thank you,
>
>  Ryan LaFountain
> Unified Contact Center
> Cisco Services
> Direct: +1 919 392 9898
> Email: rlafount at cisco.com
> Hours: M – F 9:00am – 5:00pm
>
>   From: Carlo Calabrese <carlo_calabrese2006 at yahoo.com>
> Date: Friday, May 31, 2013 2:35 AM
> To: 'Cisco-voip' <cisco-voip at puck.nether.net>
> Subject: [cisco-voip] UCCX - "set priority" setting wait times in Que
>
>   I am setting up a Que and the customer wants to have agents in group A
> answer all the calls. ****
>
> If a call waits in que for over 5 minutes, they want a second group of
> agents  (group b) to be able to take that call. So the call could goto the
> either group A or B.****
>
> My question is, Can I do this in one Que, or do I need two.****
>
> I was thinking that I could do a “set priority” of 5 when the call comes
> into the que and then after  5 minutes, set it to 1.****
>
> Thanks****
>
> ** **
>
> Carlo ****
>
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>
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