[cisco-voip] Agents Selectively Answer Queues

[Matthew Loraditch]

Thanks everyone for all the ideas.  API is definitely out of my ballpark but an idea to have my programmer look into..
We don’t want stuff going into other queues, so it seems my option is the only one that will work. Inelegant as it may be..

Matthew G. Loraditch – CCNP-Voice, CCNA-R&S, CCDA
Network Engineer
Direct Voice: 443.541.1518

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From: cisco-voip [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Tanner Ezell
Sent: Thursday, September 3, 2015 2:23 PM
To: Ed Leatherman <ealeatherman at gmail.com>
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Agents Selectively Answer Queues

You certainly could use the API to automatically adjust skills but then you'd have to write an application around that which is probably outside of most peoples' capabilities. If re-skilling is the way you want to go you could certainly leverage something like our reselling software (screenshots follows, integrates into Jabber or can be used as a standalone web application):
[cid:image001.png at 01D0E6EE.0EC7E290]

But that may not be the best solution for your users (re-skilling is manual and available only to supervisors). If the problem is just that periodically the queue gets too overwhelming I'd recommend overflow queuing based on a threshold (such as position or current wait duration, note: not expected wait duration). If there are more than $x number of callers in queue or the amount of time spent waiting exceeds $x amount of time queue to a secondary queue. This would be automatic and require no manual involvement. You could even go so far as to enable the ability to turn on or off this kind of functionality. Otherwise if the manual option is the preferred way to go something like our software above (supported on UCCX 9.0SU3 and later) or using the appadmin interface may be the way to go.

HTH

Regards,
Tanner Ezell

On Thu, Sep 3, 2015 at 10:55 AM, Ed Leatherman <ealeatherman at gmail.com<mailto:ealeatherman at gmail.com>> wrote:
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<mailto: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<mailto: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<tel:443.541.1518>
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From: bmeade90 at gmail.com<mailto:bmeade90 at gmail.com> [mailto:bmeade90 at gmail.com] On Behalf Of Brian Meade
Sent: Thursday, September 3, 2015 1:20 PM
To: Matthew Loraditch <MLoraditch at heliontechnologies.com<mailto:MLoraditch at heliontechnologies.com>>
Cc: cisco-voip at puck.nether.net<mailto: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<mailto: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<tel:443.541.1518>
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Ed Leatherman

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