[cisco-voip] UCCX Queuing and Over flow Queueing Best Practice

[Anthony Holloway]

I'm surprised at how many people would choose not to just let users use the
system as it was intended.  I see it quite often.  E.g., Not showing users
they can reset their own VoiceMail or Extension Mobility PIN via ciscopca
or ccmuser respectively, and cause helpdesk tickets to be created and work
to be delayed waiting on resolution.  Hopefully everyone on this list knows
that a Supervisor can login to AppAdmin and change skills on resources
without having to be given Administrator rights to UCCX.

What's the logic behind these decisions?  Job security maybe?  Lack of
faith in employees?  Better not let them do it, they'll just mess it up.

On Thu, Sep 8, 2016 at 3:33 PM, Carlo Calabrese via cisco-voip <
cisco-voip at puck.nether.net> wrote:

> Because I don’t let supervisors onto the system to change agent skill
> levels, I set up 2 or 3 logins for each agent with different skill levels
> for what they are working on that day. So they can be primary one day and
> backup the next. I don’t deque them when I add them to the overflow ques so
> if someone because available, they will get the call and not a backup
> person. This seems to work well for the group and they can run reports to
> see when and how many calls are going to overflow staff.
> --------------------------------------------
> On Thu, 9/8/16, Max Harmony <bmaxim88 at gmail.com> wrote:
>
>  Subject: [cisco-voip] UCCX Queuing and Over flow Queueing Best Practice
>  To: "Cisco VOIP" <cisco-voip at puck.nether.net>
>  Date: Thursday, September 8, 2016, 12:11 PM
>
>  I have a customer that
>  is requesting to have a main Queue, and two overflow queues,
>  and they intend to have the same agents in all three queues
>  with the same skills. I am not very confortable with the
>  user experience but can anyone advice on what would be the
>  best recommendation for this situation?
>  Please see below logicCaller --- goes
>  to Queue A---35secs delay --->redirected to
>  OverflowQueueAOverflow--5MinutesDelay--->Redirected to
>  QueueAGeneralOverflow--5MinitesDelay------
>
>
>  --
>  --
>  Grace Maximuangu
>
>  CloudPOP/InvictaCloud www.cloudpop.com
>   “Go
>  beyond your limits, push yourself, be the best you can
>  be.Experience
>  new cultures, broaden your horizons, stay
>  connected.”
>
>
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