[cisco-voip] UCCX script related questions

Tue Jun 20 09:30:31 EDT 2017

Your requirements sound more like you just want to send calls to broadcast
hunt groups rather than using UCCX queues/agents.

On Tue, Jun 20, 2017 at 12:16 AM, naresh rathore <nareh84 at hotmail.com>
wrote:

> is it possible to use broadcast algorithm in uccx?
>
>
> ------------------------------
> *From:* Bill Talley <btalley at gmail.com>
> *Sent:* Tuesday, June 20, 2017 6:05 AM
> *To:* naresh rathore
> *Cc:* Ben Amick; Terry Oakley; cisco-voip at puck.nether.net
> *Subject:* Re: [cisco-voip] UCCX script related questions
>
> One thing to keep in mind about forcing an agent back to ready, if there
> is only one agent in a ready state and that agent misses a call, the system
> will continuously send the call to that agent.  The caller will NOT
> necessarily hear queue music/message oh hold and will never receiver any
> queue prompts with options to escape the queue (like zero out, leave vm,
> etc).  If that agent is away for 15 minutes, the caller will literally be
> ringing that one agents phone for the entire 15 minutes (assuming no other
> agents become available).
>
>  Even if there are multiple agents in a ready state, if the call is routed
> to one agent who's not available to answer, you're subjecting the caller to
> a minimum 60s delay before the call will be routed to another available
> agent.
>
> Supervisors have the ability to change agent states using their supervisor
> login.
>
> Sent from a mobile device with very tiny touchscreen input keys. Please
> excude my typtos.
>
> On Jun 19, 2017, at 7:45 PM, naresh rathore <nareh84 at hotmail.com> wrote:
>
> i tried to explain manager about benefit of agent being in not ready state
> after he doesnt pick the call. but he is keen on automatically changing the
> state from not ready to ready state. is there an option to revert back to
> ready state from not ready state.
>
> do the supervisor have to login using his credentials on appadmin page to
> get rights to change skills?
>
> ------------------------------
> *From:* Ben Amick <bamick at HumanArc.com>
> *Sent:* Monday, June 19, 2017 7:59 PM
> *To:* Terry Oakley; 'naresh rathore'; cisco-voip at puck.nether.net
> *Subject:* RE: UCCX script related questions
>
>
> Regarding the last question: If a supervisor logs into the appadmin page,
> they will be given a dialogue that will enable them to change skills and
> skill levels.
>
>
>
> As for skills vs skill based routing, etc. it’s a question of how you want
> to engineer it. Not ready on no-answer is only good if you have an
> environment where agents have to manage their status. Remember that when
> they are on a call they will be in the offhook or talking state, so you
> will not have to worry about them not answering calls, as they will not be
> presented.
>
> As for the tiering with SBR, the question is how you want to prioritize
> calling. I’m assuming this is a helpdesk style structure, in which case I
> can understand segmenting apart calls.
>
> However, I could see it done with multiple groups, with L3 engineers also
> being in the L1/2 queues but at a lower skill level and so on, but that’s
> just another option.
>
> In general I would want L1 engineers to be given calls unless they’re
> completely unavailable and then given to L2 and then L3. You could
> accomplish this by checking qty of ready state in the queue as opposed to
> using timers.
>
> This would also make it so that clients would not have to wait up to 180
> sec before voicemail, and would be reactive to the number of ready agents,
> only escalating to l3 if all the L1/2 engineers are exhausted.
>
> Also, managing ready state should be a function of HR/Supervisory,
> auto-setting back to ready would just cause it so that you’d have longer
> queue times.
>
> You should be able to change the ring timer per user for timeout, but the
> longer you set it out the longer your queue times will be as it will be
> presented to less users. If you set it to 60sec, then in your design it
> will only ring 1 L1, 1 L2, and 1 L3 over a period of 180 sec.
>
>
>
> *From:* cisco-voip [mailto:cisco-voip-bounces at puck.nether.net
> <cisco-voip-bounces at puck.nether.net>] *On Behalf Of *Terry Oakley
> *Sent:* Monday, June 19, 2017 10:40 AM
> *To:* 'naresh rathore' <nareh84 at hotmail.com>; cisco-voip at puck.nether.net
> *Subject:* Re: [cisco-voip] UCCX script related questions
>
>
>
> I am not an expert in this at all but have some experience with a similar
> situation.    I would suggest, and am glad to be corrected by those that
> have more expertise, that you use skills based routing.   The skills can be
> adjusted by the supervisor on the fly so that leaves it to the supervisor
> to have the right staff (engineer) in place to respond to the call.    As
> for extending the timeout to being set to Not Ready I believe that can be
> adjusted on the Application Management section under agentTimeout.   Again
> very happy to be corrected as I am still working through scripting and how
> to make it the most efficient.
>
>
>
> Terry
>
>
>
>
>
> *Terry Oakley*
>
> Telecommunications Coordinator *| *Information Technology Services
>
> *Red Deer College **|*100 College Blvd. *|* Box 5005 *| *Red Deer *|* Alberta
> *| *T4N 5H5
>
> work (403) 342-*3521   **| * FAX (403) 343-4034
>
>
>
>
>
>
>
> *From:* cisco-voip [mailto:cisco-voip-bounces at puck.nether.net
> <cisco-voip-bounces at puck.nether.net>] *On Behalf Of *naresh rathore
> *Sent:* June 19, 2017 1:48 AM
> *To:* cisco-voip at puck.nether.net
> *Subject:* [cisco-voip] UCCX script related questions
>
>
>
> hi All,
>
>
>
>
>
> i have to configure CRS scripting on UCCX. following is the requirement.
>
>    1. broadcast ring to level 1 engineer for 60 sec, then call goes to
>    queue and plays the option to exit the queue and leave voicemail.
>
>        2. if exit option is not selected, it will broadcast ring level 2
> engineer for 60 sec, then call goes to queue and plays the option to exit
> the queue and leave voicemail.
>
>        3. if exit option is not selected, it will broadcast ring level 3
> engineer for 60 sec, then call goes to queue and plays the option to exit
> the queue.
>
>        4.if exit option is not selected, it will go through step 1, 2, 3
> and then go to voicemail.
>
>
>
>
>
> I have following queries
>
>        1. after 3 rings, the agent (finesse) because not ready. is it
> possible to extend the timeout to 60 second. is it possible via "select
> resource" step?
>
>         2.because i have to go through step 1, 2, and 3. during first
> round when the state of the group is automatically changed to not ready (if
> nobody answers), is it possible to change the state automatically to ready
> after some time.
>
>          3. Should i use resource group or skill based routing
>
>          4. they also will be changing engineers from one level to
> another. is it possible to assign different skills /change skills of a user
> using supervisor desktop or limited version of appadmin page?
>
>
>
>
>
> Thanks all
>
>
>
>
>
> Regards
>
>
>
>
>
> Naray
>
>
>
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