[cisco-voip] Agents Selectively Answer Queues

[Ed Leatherman]

I was just reading a bit about the UCCX API in 10.5 - would it be possible
to have a script that periodically monitors Tier 1 queue and if certain CSQ
stat reaches a threshold it modifies the minimum skill on the CSQ such that
T2 folks start getting calls? Just throwing other ideas to see what sticks,
I've never used the API before :)

On Thu, Sep 3, 2015 at 1:33 PM, Bill Talley <btalley at gmail.com> wrote:

> Add the escalation queue and create a script parameter or XML file that is
> evaluated to determine if the escalation queue is active or not and
> escalate the call accordingly.  The manager can activate it or deactivate
> it through an IVR app or ip phone service?
>
> Sent from an Apple iOS device with very tiny touchscreen input keys.
> Please excude my typtos.
>
> On Sep 3, 2015, at 12:25 PM, Matthew Loraditch <
> MLoraditch at heliontechnologies.com> wrote:
>
> We only want them to get Tier 1 calls when the managers decide for them to.
>
>
>
> Matthew G. Loraditch – CCNP-Voice, CCNA-R&S, CCDA
> Network Engineer
> Direct Voice: 443.541.1518
>
> Facebook <https://www.facebook.com/heliontech?ref=hl> | Twitter
> <https://twitter.com/HelionTech> | LinkedIn
> <https://www.linkedin.com/company/helion-technologies?trk=top_nav_home> |
> G+ <https://plus.google.com/+Heliontechnologies/posts>
>
>
>
> *From:* bmeade90 at gmail.com [mailto:bmeade90 at gmail.com <bmeade90 at gmail.com>]
> *On Behalf Of *Brian Meade
> *Sent:* Thursday, September 3, 2015 1:20 PM
> *To:* Matthew Loraditch <MLoraditch at heliontechnologies.com>
> *Cc:* cisco-voip at puck.nether.net
> *Subject:* Re: [cisco-voip] Agents Selectively Answer Queues
>
>
>
> Can you just do Most Skilled routing and give the Tier2 guys a lower Tier1
> skill?  That will allow the calls to roll over automatically if everyone in
> Tier1 is not ready.
>
>
>
> On Thu, Sep 3, 2015 at 1:05 PM, Matthew Loraditch <
> MLoraditch at heliontechnologies.com> wrote:
>
> We have tier 2 agents. Generally we want them to only answer their calls,
> but if Tier 1 becomes overwhelmed we need them to answer tier 1 calls. I’ve
> never had this scenario before, but my only thought so far was secondary
> logins that will have both Tier 1 and Tier 2 skills. We do not want to
> queue the calls to another queue when thresholds are met nor do we want
> managers hot-adding skills.
>
>
>
> Am I missing any options here?
>
>
>
> Matthew G. Loraditch – CCNP-Voice, CCNA-R&S, CCDA
> Network Engineer
> Direct Voice: 443.541.1518
>
> Facebook <https://www.facebook.com/heliontech?ref=hl> | Twitter
> <https://twitter.com/HelionTech> | LinkedIn
> <https://www.linkedin.com/company/helion-technologies?trk=top_nav_home> |
> G+ <https://plus.google.com/+Heliontechnologies/posts>
>
>
>
>
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>
>
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>


-- 
Ed Leatherman
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://puck.nether.net/pipermail/cisco-voip/attachments/20150903/8475eaab/attachment.html>