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 href="mailto:akoul@dataways.gr">akoul@dataways.gr</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;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></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 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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