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

[Ryan LaFountain (rlafount)]

Hi Guys,

One thing I forgot to add was that you may see some change in this area when UCCX adopts some of the Precision Routing functionality that was released in UCCE 9.0. I'm not sure when this is planned or what it will entail, but there is some good documentation on this in the UCCE documentation if you're interested.

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: Anthony Holloway <avholloway+cisco-voip at gmail.com<mailto:avholloway+cisco-voip at gmail.com>>
Date: Friday, May 31, 2013 10:57 AM
To: Ryan LaFountain <rlafount at cisco.com<mailto:rlafount at cisco.com>>
Cc: Carlo Calabrese <carlo_calabrese2006 at yahoo.com<mailto:carlo_calabrese2006 at yahoo.com>>, Cisco-voip <cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>>
Subject: Re: [cisco-voip] UCCX - "set priority" setting wait times in Que

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<mailto: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<mailto:rlafount at cisco.com>
Hours: M – F 9:00am – 5:00pm

From: Carlo Calabrese <carlo_calabrese2006 at yahoo.com<mailto:carlo_calabrese2006 at yahoo.com>>
Date: Friday, May 31, 2013 2:35 AM
To: 'Cisco-voip' <cisco-voip at puck.nether.net<mailto: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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