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Ok, so if i set the delay between hold and unhold to a low value,
lets say 5secs, is there a problem for the system? (25 seat license)<br>
Will it crush or something like this.<br>
Because, 5 seconds delay i guess reduces the possibility for
unfairiness!!<br>
<br>
On 22/3/2011 17:24, Anthony Holloway wrote:
<blockquote
cite="mid:AANLkTi=DZ6OL6U0vFULifXHsk43n_VgdKzR8yoojVCP5@mail.gmail.com"
type="cite">Yes, unfortunately you are asking for something
impossible. You are trying to defeat the FIFO distribution of
contacts, which is a hard set feature of UCCX and cannot be
changed. I'd offer a solution that breaks reporting, but is
easier to manage scripting wise, however, you cannot use
priorities in Standard.
<div>
<div><br>
</div>
<div>Anthony<br>
<br>
<div class="gmail_quote">On Tue, Mar 22, 2011 at 10:10 AM,
Anthony Kouloglou <span dir="ltr"><<a
moz-do-not-send="true" href="mailto:akoul@dataways.gr">akoul@dataways.gr</a>></span>
wrote:<br>
<blockquote class="gmail_quote" style="margin: 0pt 0pt 0pt
0.8ex; border-left: 1px solid rgb(204, 204, 204);
padding-left: 1ex;">
<div text="#000066" bgcolor="#ffffff"> <font size="-1"><font
face="Trebuchet MS">Hi Anthony,<br>
yes, that helps a lot.<br>
I have already used a call hold-delay-15-call
unhold, but as far as i can understand:<br>
callers that want to enter the sales queue do not
have any guarantee that they will even enter the
queue.<br>
I mean, since there is a delay there, what happens
if:<br>
there is caller one how wants sales and is in the
delay step while on hold for the 15 secs and a
second caller who wants sales also calls. <br>
I think that the second will enter the queue
immediately if there is an agent available.<br>
Theoretically, caller-1 may never enter the queue !<br>
Am i asking for something impossible?</font></font><span
style="font-size: 10pt; color: silver;" lang="EN-US"><br>
<br>
Best Regards<br>
<font color="#888888"> Anthony<br>
<br>
</font></span>
<div>
<div class="h5"><span style="font-size: 12pt;
font-family: "Times New
Roman","serif";" lang="EN-US"></span>
<div>
<div> </div>
</div>
<br>
On 22/3/2011 17:02, Anthony Holloway wrote:
<blockquote type="cite">First, don't use
AgentReady==1, use AgentReady>=1, this way,
it'll work if you have 2 or more Agents Ready
also. ;)
<div><br>
</div>
<div>Second, either use the Play Prompt step in
between your checks, or use the Place Call Hold
step early on, to play music to the caller.</div>
<div><br>
</div>
<div>Does that help?</div>
<div><br>
</div>
<div>Anthony<br>
<br>
<div class="gmail_quote">On Tue, Mar 22, 2011 at
8:16 AM, Anthony Kouloglou <span dir="ltr"><<a
moz-do-not-send="true"
href="mailto:akoul@dataways.gr"
target="_blank">akoul@dataways.gr</a>></span>
wrote:<br>
<blockquote class="gmail_quote" style="margin:
0pt 0pt 0pt 0.8ex; border-left: 1px solid
rgb(204, 204, 204); padding-left: 1ex;">
<div text="#000066" bgcolor="#ffffff"> <font
size="-1"><font face="Trebuchet MS">Anthony
thanks,<br>
i am already a lot of steps ahead!!<br>
It started working fine. (i am sure
some refinements are needed!!)<br>
Look what i did.<br>
1.right before sales queue i used:<br>
a <b><i>"Get reporting statistic"</i></b>
with parameters:<br>
Report Object: CSQ IPCCExpress<br>
Field : Ready Resources<br>
Row id: CSQ_support (the name of
my CSQ with absolute priority)<br>
Result Statistic : AgentReady (an
integer variable)<br>
2. next i used an if (AgentReady==1)
then<br>
true -> go to select
resource for Agent Ready<br>
false-> delay 5 secs and
then go again to get reposrting
statistic.<br>
<br>
Suppose i don't mind if the sales
queue is starved;<br>
How can i make the callers hear music
while they are in the false exit of
the "if"?<br>
<br>
Best</font></font> <small>Regards<br>
<font color="#888888"> Anthony<br>
</font></small>
<div><br>
<br>
On 22/3/2011 14:04, Anthony Holloway
wrote: </div>
<div>
<div>
<blockquote type="cite">
<div>Anthony,</div>
<div><br>
</div>
First, I want you to know, it's not
because of your Standard licensing
that is causing the CSQ's to be
FIFO; it's FIFO in all license
models. Getting around FIFO is
something a lot of people try to
accomplish.
<div> <br>
</div>
<div>Second, the solution is a
scripting trick, not a UCCX admin
config. Priorities wont work for
you, because you are not queuing
callers in both CSQ's at the same
time. What you need is a check in
the Sales script logic, that does
not actually do a "Select
Resource" until there are Ready
Agents to service the caller.</div>
<div><br>
</div>
<div>How do you do that? Well, it's
a bit of a pseudo queue. You
create a queue loop prior to the
Select Resource step, and inside
of it, you are checking an ACD
statistic for Ready Agents in the
Sales CSQ. If this value is less
than 1, then keep looping, else,
Select Resource.</div>
<div><br>
</div>
<div>You are basically operating on
the premise that: for as long as
there are callers queued in the
Support CSQ, your Agents couldn't
be Ready. So as soon as you have
Ready Agents, this is your signal
that it's okay to queue to Sales
for the same group of Agents.</div>
<div><br>
</div>
<div>Be careful though. There is a
reason it's FIFO and you cannot
change that. You will run the
risk of starving the Sales CSQ
with a steady flow of Support
calls throughout the day. One way
to mitigate this starvation is to
add logic to your Sales script
that injects callers into the
Sales CSQ at certain intervals:
either by time, or by callers
currently queued in Support.</div>
<div><br>
</div>
<div>Make sense? You have a
challenge ahead of you. Good
luck!</div>
<div><br>
</div>
<div>Anthony<br>
<br>
<div class="gmail_quote">On Tue,
Mar 22, 2011 at 2:39 AM, Anthony
Kouloglou <span dir="ltr"><<a
moz-do-not-send="true"
href="mailto:akoul@dataways.gr"
target="_blank">akoul@dataways.gr</a>></span>
wrote:<br>
<blockquote class="gmail_quote"
style="margin: 0pt 0pt 0pt
0.8ex; border-left: 1px solid
rgb(204, 204, 204);
padding-left: 1ex;">
<div text="#000066"
bgcolor="#ffffff"> <font
size="-1"><font
face="Trebuchet MS">Hi
all, i have a question
regarding a UCCX
installation Standard.<br>
I have 2 CSQs (sales and
support) with the same
resources (agents are
the same) but with
different skills (each
is skilled with 10 in
support and something
less in sales).<br>
I guess, since it is
standard version, each
CSQ is FIFO.<br>
How can i make my config
(of skills ?) so the
support CSQ is always
served first?<br>
I don't care if sales
have to wait for all
support calls to end.<br>
<br>
Kind Regards<br>
<font color="#888888">
Anthony</font></font></font><span
style="font-size: 10pt;
color: silver;"
lang="EN-US"></span><span
style="font-size: 12pt;
font-family: "Times
New
Roman","serif";"
lang="EN-US"></span>
<div>
<div> </div>
</div>
</div>
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