<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN">
<html>
<head>
<meta content="text/html; charset=UTF-8" http-equiv="Content-Type">
</head>
<body 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>
Anthony<br>
<br>
</span><span style="font-size: 12pt; font-family: "Times New
Roman","serif";" lang="EN-US"><o:p></o:p></span>
<div class="moz-signature">
<div class="Section1">
</div>
</div>
<br>
On 22/3/2011 17:02, Anthony Holloway wrote:
<blockquote
cite="mid:AANLkTikORodj9_OBsSqVdo1n+MZdUX12=8FmFFczV-Pu@mail.gmail.com"
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">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 class="im"><br>
<br>
On 22/3/2011 14:04, Anthony Holloway wrote: </div>
<div>
<div class="h5">
<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>
<br>
_______________________________________________<br>
cisco-voip mailing list<br>
<a moz-do-not-send="true"
href="mailto:cisco-voip@puck.nether.net"
target="_blank">cisco-voip@puck.nether.net</a><br>
<a moz-do-not-send="true"
href="https://puck.nether.net/mailman/listinfo/cisco-voip"
target="_blank">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br>
<br>
</blockquote>
</div>
<br>
</div>
</blockquote>
</div>
</div>
</div>
</blockquote>
</div>
<br>
</div>
</blockquote>
</body>
</html>