You could queue the call to all 5 queues with a higher priority.<div><br></div><div>Sean<br><br><div class="gmail_quote">On Thu, Sep 10, 2009 at 10:53 AM, c3voip <span dir="ltr"><<a href="mailto:c3voip@nc.rr.com">c3voip@nc.rr.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">So, there is no way to prioritize one CSQ over another, the only<br>
prioritization can be done by which agent gets the call first by skill level<br>
or from within the CSQ with call priority.<br>
<br>
I am trying to setup a helpdesk that has 5 menu options, which I assigned a<br>
CSQ for each, so now they want to prioritize the menu options/CSQ's so that<br>
certain calls get handled before others. I guess I can do this with a<br>
single CSQ, but then I can't use skills, and it will make it nearly<br>
impossible to use the canned reports to differentiate which of the menu<br>
options that the callers selected, right?<br>
<br>
Any ideas?<br>
<br>
Thanks,<br>
-C<br>
<br>
-----Original Message-----<br>
From: Jonathan Charles [mailto:<a href="mailto:jonvoip@gmail.com">jonvoip@gmail.com</a>]<br>
Sent: Thursday, September 10, 2009 2:20 AM<br>
To: c3voip<br>
Cc: Adam Blomfield; <a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><br>
Subject: Re: [cisco-voip] CCX CSQ prioritizing<br>
<br>
Well, let's say I have a Priority two call and a priority five call.<br>
<br>
If both are in the same CSQ, the higher priority call will get answered<br>
first.<br>
<br>
If they are in different CSQs, then the priority has no relevence<br>
(each is the highest priority in its CSQ)... and if an agent is in<br>
both CSQs, he will answer the call that got their first.<br>
<br>
If that agent now has piority skills for one CSQ over the other, will<br>
now only apply if there are other agents with higher or lesser skills<br>
for my CSQ and logged in...<br>
<br>
So, if I have skill 5 in CSQ3 and two other agents have skills 3 and<br>
8, respectively, then the agent with skill 8 will ALWAYS get the call<br>
first if he is logged in and ready... then I will, then the guy with<br>
skill 3 will...<br>
<br>
This is assuming the CSQ itself uses most-skilled as a routing algorithm....<br>
<br>
<br>
<br>
Jonathan<br>
<br>
On Wed, Sep 9, 2009 at 3:49 PM, c3voip <<a href="mailto:c3voip@nc.rr.com">c3voip@nc.rr.com</a>> wrote:<br>
> I have tried setting priority 5 on calls to CSQ #1 and priority 3 on calls<br>
> to CSQ #2, and the call to CSQ #2 still gets answered first if the call<br>
got<br>
> to the Q first. Is priority not limited to within the same CSQ?<br>
><br>
><br>
><br>
> Thanks,<br>
><br>
> -C<br>
><br>
><br>
><br>
> From: Adam Blomfield [mailto:<a href="mailto:adman@adman.net">adman@adman.net</a>]<br>
> Sent: Wednesday, September 09, 2009 4:39 PM<br>
> To: c3voip<br>
> Cc: Matt Slaga (US); <a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><br>
> Subject: Re: [cisco-voip] CCX CSQ prioritizing<br>
><br>
><br>
><br>
> You could increase the priority of the calls to different CSQs in the<br>
script<br>
> so that the more important queues will be answered first.<br>
><br>
> On Wed, Sep 9, 2009 at 3:34 PM, c3voip <<a href="mailto:c3voip@nc.rr.com">c3voip@nc.rr.com</a>> wrote:<br>
><br>
> All 5 queues are set to Resource Skills for Resource Pool Selection Model.<br>
><br>
><br>
><br>
> If an agent has a skill level of 6 for CSQ #1 and also has a skill level<br>
of<br>
> 5 for CSQ #2, is the agent supposed to be presented with a call from CSQ<br>
#1<br>
> before the call from CSQ #2 no matter which call hit its queue first?<br>
><br>
><br>
><br>
> In my testing it does not work this way.<br>
><br>
><br>
><br>
> Thanks,<br>
><br>
> -C<br>
><br>
><br>
><br>
> From: Matt Slaga (US) [mailto:<a href="mailto:Matt.Slaga@us.didata.com">Matt.Slaga@us.didata.com</a>]<br>
> Sent: Wednesday, September 09, 2009 4:28 PM<br>
> To: c3voip; <a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><br>
> Subject: RE: [cisco-voip] CCX CSQ prioritizing<br>
><br>
><br>
><br>
> Make sure your CSQs are set for skills based routing.<br>
><br>
><br>
><br>
> From: <a href="mailto:cisco-voip-bounces@puck.nether.net">cisco-voip-bounces@puck.nether.net</a><br>
> [mailto:<a href="mailto:cisco-voip-bounces@puck.nether.net">cisco-voip-bounces@puck.nether.net</a>] On Behalf Of c3voip<br>
> Sent: Wednesday, September 09, 2009 4:26 PM<br>
> To: <a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><br>
> Subject: [cisco-voip] CCX CSQ prioritizing<br>
><br>
><br>
><br>
> I have CCX 7 Premium with 5 CSQ’s and 5 agents, and the agents can answer<br>
> calls from all 5 queues via Resource skills.<br>
><br>
><br>
><br>
> My question is, is there a way to prioritize the order in which the queues<br>
> get handled? From my testing it seems like it is first come first serve. <br>
I<br>
> have tried adjusting the skill level of my test agents and that doesn’t<br>
seem<br>
> to change which queue calls get taken from first. Am I thinking about<br>
this<br>
> wrong?<br>
><br>
><br>
><br>
> Thanks,<br>
><br>
> -C<br>
><br>
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</blockquote></div><br><br clear="all"><br>-- <br>Sean Walberg <<a href="mailto:sean@ertw.com">sean@ertw.com</a>> <a href="http://ertw.com/">http://ertw.com/</a><br>
</div>