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<DIV dir=ltr><FONT face=Arial color=#000000 size=2><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial"><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial">Yeah, I realize I can
do it this way but in order to achieve compentency based routing in the
"overflow" csq I would need to create a separate overflow csq for every primary
csq. In my environment this would become a managment nightmare. The question I
am looking for an answer on specifically was "Can I use compentency to route the
call instead" I think I have my answer anyway, I believe it's
"no"</SPAN></SPAN></FONT></DIV>
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style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial"><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial"></SPAN></SPAN></FONT> </DIV>
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style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial"><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial">If I could I would
simply setup all primary agents with compentency 10 and overflow agents with
compentency 5. If the call was queued for x period of time then I could lower
the minimum competency in the script to open the queue up to lower competency
levels. I don't believe this can be done.</SPAN></SPAN></FONT></DIV>
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style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial"><SPAN
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<DIV dir=ltr><FONT face=Arial color=#000000 size=2><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial"><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial">Ryan</SPAN></SPAN></DIV></DIV></FONT>
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<HR tabIndex=-1>
<FONT face=Tahoma size=2><B>From:</B> Jonathan Charles
[mailto:jonvoip@gmail.com]<BR><B>Sent:</B> Tue 3/27/2007 6:29 AM<BR><B>To:</B>
Ryan O'Connell<BR><B>Cc:</B> cisco-voip@puck.nether.net<BR><B>Subject:</B> Re:
[cisco-voip] UCCX routing calls based on Competency<BR></FONT><BR></DIV>
<DIV>There are multiple ways to do it.<BR><BR>First, you add a variable that
increments each time the queue cycle resets (so, let's say it takes 30 seconds
to cycle (with a timer if necessary), you say, if variable = 4 goto the other
secondary CSQ for the other skill... <BR><BR>Assign that secondary skill to the
agents... <BR><BR>Realistically though, it makes more sense to just give the
people in the backup CSQ lower skill in the secondary skill. And route the calls
via most skilled, that way callers won't have to wait to get serviced (the 2
minute mark could jack your reporting stats)... <BR><BR>This way, you don't have
to kill yourself with a crapload of new steps. Just assign secondary skills the
same way you do in Symposium.<BR><BR><BR><BR>Jonathan<BR><BR>
<DIV><SPAN class=gmail_quote>On 3/26/07, <B class=gmail_sendername>Ryan
O'Connell</B> <<A
href="mailto:Roconnell@unislumin.com">Roconnell@unislumin.com</A>>
wrote:</SPAN>
<BLOCKQUOTE class=gmail_quote
style="PADDING-LEFT: 1ex; MARGIN: 0pt 0pt 0pt 0.8ex; BORDER-LEFT: rgb(204,204,204) 1px solid">
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<P style="MARGIN: 0in 0in 0pt"><FONT face=Arial color=#000000 size=2><FONT
face="Times New Roman" size=3>Routing calls based on
competency</FONT></FONT></P>
<P style="MARGIN: 0in 0in 0pt"><FONT face=Arial color=#000000 size=2><FONT
face="Times New Roman" size=3></FONT></FONT> </P>
<P style="MARGIN: 0in 0in 0pt"><FONT face=Arial color=#000000 size=2><FONT
face="Times New Roman" size=3>Hello all, from what I am reading this is not
possible so please correct me if I'm wrong because I would like to do this. We
are running UCCX 4.5 integrated with CM 5.1. I will simplify the explanation
to get to the point.</FONT></FONT></P>
<P style="MARGIN: 0in 0in 0pt"><FONT face=Arial color=#000000 size=2><FONT
face="Times New Roman" size=3></FONT></FONT> </P>
<P style="MARGIN: 0in 0in 0pt"><FONT face=Arial color=#000000 size=2><FONT
face="Times New Roman" size=3>-We have a large number of agents that are
divided by departments</FONT></FONT></P>
<P style="MARGIN: 0in 0in 0pt"><FONT face=Arial color=#000000 size=2><FONT
face="Times New Roman" size=3>-Each grouping of agents primarily serves their
own department we used skills to break of departments. Example skill_1,
skill_2, and skill_3</FONT></FONT></P>
<P style="MARGIN: 0in 0in 0pt"><FONT face=Arial color=#000000 size=2><FONT
face="Times New Roman" size=3>-If calls for a given department are queued for
more then 2 minutes they would like the people in queue to be presented to
"all other" agents outside the primary skillset, lets call this skill
"overflow"</FONT></FONT></P>
<P style="MARGIN: 0in 0in 0pt"><FONT face=Arial color=#000000 size=2><FONT
face="Times New Roman" size=3>-The kicker is that they have several
departments that are similar from a support perspective and would like to have
the overflow CSQ route the calls to the next highest skill from where the call
originated.</FONT></FONT></P>
<P style="MARGIN: 0in 0in 0pt"><FONT face=Arial color=#000000 size=2><FONT
face="Times New Roman" size=3>Example: A call comes in for Skill_1 and waits
for 2 min's, it is then presented to a second CSQ call overflow in which all
agents have this skill associated to them. Agents with Skill_3 closely
resembles agents with Skill_1 therefore if that call started in Skill_1 and
went to overflow they what agents with Skill_3 to get the calls before agents
with Skill_2.</FONT></FONT></P><FONT face=Arial color=#000000 size=2></FONT>
<P style="MARGIN: 0in 0in 0pt"><FONT face=Arial color=#000000 size=2><FONT
face="Times New Roman" size=3>-The above explanation is how it works today in
Symposium, they do this by having a million different overflow CSQ's and
adding agents to these overflow CSQ's at varying Competency levels, it's a
management nightmare</FONT></FONT></P>
<P style="MARGIN: 0in 0in 0pt"><FONT face=Arial color=#000000 size=2><FONT
face="Times New Roman" size=3></FONT></FONT> </P>
<P style="MARGIN: 0in 0in 0pt"><FONT face=Arial color=#000000 size=2><FONT
face="Times New Roman" size=3></FONT></FONT> </P>
<P style="MARGIN: 0in 0in 0pt"><FONT face=Arial color=#000000 size=2><FONT
face="Times New Roman" size=3>What I was wondering, is Do I have to do the
same thing? I was hoping I could somehow actually use skill competency levels
to achieve the same thing.</FONT></FONT></P>
<P style="MARGIN: 0in 0in 0pt"><FONT face=Arial color=#000000 size=2><FONT
face="Times New Roman" size=3>Example – A call comes in for Skill_1, the call
is only presented to agents with Competency level of 10 for 2 min's, and if
nobody becomes available the min competency level for those in Queue is
lowered to 1 which should widen the queue to agents with lower competency
levels.</FONT></FONT></P>
<P style="MARGIN: 0in 0in 0pt"><FONT face=Arial color=#000000 size=2><FONT
face="Times New Roman" size=3></FONT></FONT> </P>
<P style="MARGIN: 0in 0in 0pt"><FONT face=Arial color=#000000 size=2><FONT
face="Times New Roman" size=3>Is this possible?</FONT></FONT></P>
<P style="MARGIN: 0in 0in 0pt"><FONT face=Arial color=#000000 size=2><FONT
face="Times New Roman" size=3></FONT></FONT> </P>
<P style="MARGIN: 0in 0in 0pt"><FONT face=Arial color=#000000 size=2><FONT
face="Times New Roman" size=3></FONT></FONT> </P>
<P style="MARGIN: 0in 0in 0pt"><FONT face=Arial color=#000000 size=2><FONT
face="Times New Roman" size=3>Thanks Ryan</FONT></FONT></P></DIV></DIV>
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