<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40">
<head>
<meta http-equiv="Content-Type" content="text/html; charset=us-ascii">
<meta name="Generator" content="Microsoft Word 15 (filtered medium)">
<style><!--
/* Font Definitions */
@font-face
{font-family:"Cambria Math";
panose-1:2 4 5 3 5 4 6 3 2 4;}
@font-face
{font-family:Calibri;
panose-1:2 15 5 2 2 2 4 3 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:12.0pt;
font-family:"Times New Roman",serif;}
a:link, span.MsoHyperlink
{mso-style-priority:99;
color:#0563C1;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{mso-style-priority:99;
color:#954F72;
text-decoration:underline;}
p.msonormal0, li.msonormal0, div.msonormal0
{mso-style-name:msonormal;
mso-style-priority:99;
margin:0in;
margin-bottom:.0001pt;
font-size:12.0pt;
font-family:"Times New Roman",serif;}
span.EmailStyle19
{mso-style-type:personal;
font-family:"Calibri",sans-serif;
color:#1F497D;}
span.EmailStyle21
{mso-style-type:personal-reply;
font-family:"Calibri",sans-serif;
color:windowtext;}
.MsoChpDefault
{mso-style-type:export-only;
font-size:10.0pt;}
@page WordSection1
{size:8.5in 11.0in;
margin:1.0in 1.0in 1.0in 1.0in;}
div.WordSection1
{page:WordSection1;}
/* List Definitions */
@list l0
{mso-list-id:1107428107;
mso-list-template-ids:-459092976;}
ol
{margin-bottom:0in;}
ul
{margin-bottom:0in;}
--></style><!--[if gte mso 9]><xml>
<o:shapedefaults v:ext="edit" spidmax="1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext="edit">
<o:idmap v:ext="edit" data="1" />
</o:shapelayout></xml><![endif]-->
</head>
<body lang="EN-US" link="#0563C1" vlink="#954F72">
<div class="WordSection1">
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">Regarding the last question: If a supervisor logs into the appadmin page, they will be given a dialogue that will enable them to change skills and skill levels.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">As for skills vs skill based routing, etc. it’s a question of how you want to engineer it. Not ready on no-answer is only good if you have an environment where agents have
to manage their status. Remember that when they are on a call they will be in the offhook or talking state, so you will not have to worry about them not answering calls, as they will not be presented.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">As for the tiering with SBR, the question is how you want to prioritize calling. I’m assuming this is a helpdesk style structure, in which case I can understand segmenting
apart calls. <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">However, I could see it done with multiple groups, with L3 engineers also being in the L1/2 queues but at a lower skill level and so on, but that’s just another option.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">In general I would want L1 engineers to be given calls unless they’re completely unavailable and then given to L2 and then L3. You could accomplish this by checking qty of
ready state in the queue as opposed to using timers.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">This would also make it so that clients would not have to wait up to 180 sec before voicemail, and would be reactive to the number of ready agents, only escalating to l3 if
all the L1/2 engineers are exhausted.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">Also, managing ready state should be a function of HR/Supervisory, auto-setting back to ready would just cause it so that you’d have longer queue times.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">You should be able to change the ring timer per user for timeout, but the longer you set it out the longer your queue times will be as it will be presented to less users. If
you set it to 60sec, then in your design it will only ring 1 L1, 1 L2, and 1 L3 over a period of 180 sec.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<div>
<div style="border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> cisco-voip [mailto:cisco-voip-bounces@puck.nether.net]
<b>On Behalf Of </b>Terry Oakley<br>
<b>Sent:</b> Monday, June 19, 2017 10:40 AM<br>
<b>To:</b> 'naresh rathore' <nareh84@hotmail.com>; cisco-voip@puck.nether.net<br>
<b>Subject:</b> Re: [cisco-voip] UCCX script related questions<o:p></o:p></span></p>
</div>
</div>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">I am not an expert in this at all but have some experience with a similar situation. I would suggest, and am glad to be corrected by those that
have more expertise, that you use skills based routing. The skills can be adjusted by the supervisor on the fly so that leaves it to the supervisor to have the right staff (engineer) in place to respond to the call. As for extending the timeout to being
set to Not Ready I believe that can be adjusted on the Application Management section under agentTimeout. Again very happy to be corrected as I am still working through scripting and how to make it the most efficient.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Terry<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span lang="EN-CA" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Terry Oakley</span></b><b><span lang="EN-CA" style="font-size:11.0pt;font-family:"Arial",sans-serif;color:#1F497D"><o:p></o:p></span></b></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Telecommunications Coordinator
</span><b><span lang="EN-CA" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#33CC33">|
</span></b><span lang="EN-CA" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Information Technology Services<o:p></o:p></span></p>
<p class="MsoNormal"><b><span lang="EN-CA" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Red Deer College
</span></b><b><span lang="EN-CA" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#33CC33">|</span></b><span lang="EN-CA" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D">100 College Blvd.
</span><b><span lang="EN-CA" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#33CC33">|</span></b><span lang="EN-CA" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#33CC33">
</span><span lang="EN-CA" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Box 5005
</span><b><span lang="EN-CA" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#33CC33">|
</span></b><span lang="EN-CA" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Red Deer<b>
</b></span><b><span lang="EN-CA" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#33CC33">|</span></b><span lang="EN-CA" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#33CC33">
</span><span lang="EN-CA" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Alberta
</span><b><span lang="EN-CA" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#33CC33">|
</span></b><span lang="EN-CA" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D">T4N 5H5<b><o:p></o:p></b></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D">work (403) 342-<b>3521
</b></span><b><span lang="EN-CA" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#33CC33">|
</span></b><b><span lang="EN-CA" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D"> </span></b><span lang="EN-CA" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D">FAX (403) 343-4034</span><span lang="EN-CA" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<div>
<div style="border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> cisco-voip [<a href="mailto:cisco-voip-bounces@puck.nether.net">mailto:cisco-voip-bounces@puck.nether.net</a>]
<b>On Behalf Of </b>naresh rathore<br>
<b>Sent:</b> June 19, 2017 1:48 AM<br>
<b>To:</b> <a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><br>
<b>Subject:</b> [cisco-voip] UCCX script related questions<o:p></o:p></span></p>
</div>
</div>
<p class="MsoNormal"><span lang="EN-CA"><o:p> </o:p></span></p>
<div id="divtagdefaultwrapper">
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black">hi All,<o:p></o:p></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black"><o:p> </o:p></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black"><o:p> </o:p></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black">i have to configure CRS scripting on UCCX. following is the requirement.<o:p></o:p></span></p>
</div>
<div>
<ol start="1" type="1">
<li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:0in;mso-list:l0 level1 lfo1">
<span lang="EN-CA" style="font-family:"Calibri",sans-serif">broadcast ring to level 1 engineer for 60 sec, then call goes to queue and plays the option to exit the queue and leave voicemail.<o:p></o:p></span></li></ol>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black"> 2. if exit option is not selected, it will broadcast ring level 2 engineer for 60 sec, then call goes to queue and plays the option to exit the queue and leave
voicemail.<o:p></o:p></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black"> 3. if exit option is not selected, it will broadcast ring level 3 engineer for 60 sec, then call goes to queue and plays the option to exit the queue.<o:p></o:p></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black"> 4.if exit option is not selected, it will go through step 1, 2, 3 and then go to voicemail.<o:p></o:p></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black"><o:p> </o:p></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black"><o:p> </o:p></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black">I have following queries<o:p></o:p></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black"> 1. after 3 rings, the agent (finesse) because not ready. is it possible to extend the timeout to 60 second. is it possible via "select resource" step?<o:p></o:p></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black"> 2.because i have to go through step 1, 2, and 3. during first round when the state of the group is automatically changed to not ready (if nobody answers), is
it possible to change the state automatically to ready after some time.<o:p></o:p></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black"> 3. Should i use resource group or skill based routing<o:p></o:p></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black"> 4. they also will be changing engineers from one level to another. is it possible to assign different skills /change skills of a user using supervisor desktop
or limited version of appadmin page?<o:p></o:p></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black"><o:p> </o:p></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black"><o:p> </o:p></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black">Thanks all<o:p></o:p></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black"><o:p> </o:p></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black"><o:p> </o:p></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black">Regards<o:p></o:p></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black"><o:p> </o:p></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black"><o:p> </o:p></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black">Naray<o:p></o:p></span></p>
</div>
<p class="MsoNormal"><span lang="EN-CA" style="font-family:"Calibri",sans-serif;color:black"><o:p> </o:p></span></p>
</div>
</div>
</body>
</html>
<BR>
Confidentiality Note: This message is intended for use only by the individual or entity to which it is addressed and may contain information that is privileged, confidential, and exempt from disclosure under applicable law. If the reader of this message is not the intended recipient or the employee or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please contact the sender immediately and destroy the material in its entirety, whether electronic or hard copy. Thank you