Agent in multiple queues

Is it possible to have an agent choose the queue he/she logs into? I know it can be done on a Nortel BCM but not sure about UCCX. If it is possible, how does that work? ie. does the agent see a list of choices in a drop down menu or???

UCCX has the concept of Contact Service Queues.
Contact Service Queues select from available agents based on one of 2 parameters:
Resource Group
Resource Skill: with skill levels from 1 to 10.
Each agent can be added to one resource group, and can have multiple skills.
Thus, an agent can be present in 1 Resource Group CSQ, and multiple Resource Skill CSQs.
Agents cannot choose to log in to different CSQs. The closest: in UCCX 9.0+, supervisors can dynamically re-skill agents using the Mobile Skill Manager: http://UCCX/mobileskillmanager/
Thanks & Regards,
Anirudh
"Protocol, then product"

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UCCX agent multiple queues

If a agent belongs to multiple queues is there away for the agent to know which queue the call is coming from.
The end user is using ip phone agent, not desktop agent.
ex.
queue a xyz company sales
queue b xyz company support
They want to be able to greet the customer with the appropriate department.
Thanks,
Rob.

To do this, you'll need to create a telecaster user in CUCM and assign your agent phones to this user. In the Cisco Desktop adminsitartor web portal you need to enter your telecaster user details under CAD Configuration Setup -> BIPPA User Login.
To configure what fields are displayed go to the Cisco Desktop Adminitrator web portal -> Services Configuration -> Enterprise Data -> Layout List -> default. Edit the fields here you want to display. You might need to populate one of the call variables in your script with the CSQ name.
Seehttp://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/installation/guide/cad80ccxig-cm.pdf pages 55 and 57.
Brian
Please rate helpful posts

Cisco Agent Desktop - Displaying Queue Stats

We have been told by a Cisco trainer that adding number of calls in queue to CAD should be possible. However, he said it is necessary to first retrieve the data from the database.
Our wallboard outputs combined statistical data to a straight text file, as well as to an HTML formatted file. Based on what I've read in the CDA admin guide, we could probably display the HTML in CADs internal browser. However, we would like to know if we can go a more direct route, placing the data somewhere within the CAD itself (see green arrows).
We utilize multiple queues for our team, but would want to display the combined calls in queue.
We are using CAD 8.5, Enhanced.
How would we go about this?
Thank you.

If all you're looking for is the sum total of calls in queue, just use the Agent Real Time Displays button and choose Contact Service Queue Statistics Display. It will show the sum of calls across all CSQs the agent is skilled in and is updated at the same frequency CSD is.
Failing that, you could write to Enterprise Data (left column in your screenshot); however, this would be a static point in time when the Get Reporting Statistics step is executed within the script (i.e. before the agent takes the call). I would recommend against this because agents will be looking at this at the end of a call to decide whether it's appropriate to go on break or not. In fact, the data wouldn't have been updated since before the agent answered the call.
The embedded browser is probably your best bet. Point it at the same HTML URL your wallboard product is showing.
Please remember to rate helpful responses and identify helpful or correct answers.

Available/Unavailable for multiple Queues on CCX5

Hi,
We have agents who take calls for multiple Queues and need to be able to make themselves available/unavailable on different days. At present they do this through multiple logins (one for each queue-not ideal). Any suggestions? Dont want to depend on Supervisor to maintain.
Thanks
Rich

The product is currently designed to require administrator or supervisor intervention through /appadmin skill level assignments to do this. You can submit a Product Enhacement Request, or attach yourself to an existing one if already requested, through your Cisco AM.

Multiple Queue Assignment for Integration Process - PI 7.11

Hi,
I am trying to configure multiple Queues for an Integration Process.
The Integration Process is straight forward, except for a Asynchronous Request Response pattern with correlation. (A asynch send step - immediately followed by a asynchronous receive step with Correlation)
I have done the following
1) In IR set the Queue as Multiple - Content Specific
2) In SWF_INB_CONF transaction reconfigured Multiple Queues - Content Specific without buffering
But when I trigger the message, the message is not at all triggering/entering the Integration Process. The error message is BPE Internal Failure.
But if I reconfigure the IP as One Configurable Queue & "Without Buffering", it is working. But we want multiple queues assigned to this Process.
Thanks in advance.
Regards,
Sudharshan N A

Bjoern, there are blogs/wikis available which should be searched before a question is asked on forum. The information you need is quite basic one and I will therefore lock this thread.
Regards,
Prateek

How do I use same MDB for multiple Queues? Deployment ?

          Here is what I am trying to do
          I have written one MDB that I want to use for multiple queues. I have seen posting
          mentioning that code a new weblogic-ejb-jar.xml to define other queues as the
          solution.
          Is there any other work around?
          I want to add queues in future as and when needed. I don't want to modify the
          already deployed jar to replace it with new weblogic-ejb-jar.xml everytime I have
          to add another queue for the message-driven-bean. Is is possible to use some kind
          of reference tag and just put weblogic-ejb-jar.xml in a new jar file and deply
          that every time I have a new queue to use for this MDB ( I don't think so, but
          again ???).
          Any help would be greatly appreciated.
          Chris


Sorry -- that's the only solution for now.
          greg
          "Chris" <[email protected]> wrote in message
          news:[email protected]..
          >
          > Here is what I am trying to do
          >
          > I have written one MDB that I want to use for multiple queues. I have seen
          posting
          > mentioning that code a new weblogic-ejb-jar.xml to define other queues as
          the
          > solution.
          >
          > Is there any other work around?
          >
          > I want to add queues in future as and when needed. I don't want to modify
          the
          > already deployed jar to replace it with new weblogic-ejb-jar.xml everytime
          I have
          > to add another queue for the message-driven-bean. Is is possible to use
          some kind
          > of reference tag and just put weblogic-ejb-jar.xml in a new jar file and
          deply
          > that every time I have a new queue to use for this MDB ( I don't think so,
          but
          > again ???).
          >
          > Any help would be greatly appreciated.
          >
          > Chris

How to implement multiple queues in one circular buffer?

Spoiler (Highlight to read)
Recently I have successfully shared data of 2D array among different vis in a project, using circular buffer.
However, there is only one circular buffer allowed in one project for one data type.
I want different vis, running and getting data from circular buffer in different speed, all getting data as a queue from circular buffer. Like the circular buffer's read continuous mode.
The problem is that after a vi reads in continuous mode, the read data is deleted from the circular buffer. Then other vis can not use them any more and can not keep track where they should begin to read again.
So if it is possible that there are multiple pointers or queues in circular buffer to keep track the progress of different vis, and data only update when it gets input from DAQ but not deleted when read?

LawrenceChong wrote:
Spoiler (Highlight to read)
Recently I have successfully shared data of 2D array among different vis in a project, using circular buffer.
However, there is only one circular buffer allowed in one project for one data type.
I want different vis, running and getting data from circular buffer in different speed, all getting data as a queue from circular buffer. Like the circular buffer's read continuous mode.
The problem is that after a vi reads in continuous mode, the read data is deleted from the circular buffer. Then other vis can not use them any more and can not keep track where they should begin to read again.
So if it is possible that there are multiple pointers or queues in circular buffer to keep track the progress of different vis, and data only update when it gets input from DAQ but not deleted when read?
THe last time I wrote a multi-subscriber cirular buffer was in LV 6. Since then I have found that polymorphic queues perform much better so I now use multiple queues. One queue for each subscriber of the data. The subscribers are then responsible for maintaining their own histories.
So just use multiple queues.
Ben
Ben Rayner
I am currently active on.. MainStream Preppers
Rayner's Ridge is under construction

Http to Abap Proxy communication with multiple queues generation in Recevr

Dear SDNs,
I need some help in the following scenario, appreciate your suggestions and help .
I am receiving the messages from sender to PI on http posting, from PI I am sending the message to SAP system using receiver xi communication channel ( receiver is abap proxy).
Sender will send the messages in QOS=EOIO, QUEueID=XXXt_100 etc parameters, when large volumes cases, it is getting delayed to process it using a single queue.
We are thinking to dynamically generate multiple queues in PI and send the same queue ids to receiver SAP system to process all the messages quickly in SAP System also.
Help /Clarifications needed:
1. XI receiver communication channel in pi does not provide any options to generate dynamic queue id based on payload content (using dynamic configuration) and sent it to SAP.
2. Module Tab in receiver communication channel also got disabled to add custom adapter modules, can we add custome adapter module on xi receiver channel to generate dynamic queue id ?
Really appreciate your immediate help and suggestions.
Thanks.
Suraj.

Dear Praveen,
Thanks lot for the immediate reply, we need to use EOIO, as the messages need to be processed in the same order we send and receive, there is no flexibility in QOS=EOIO, Appreciate if there is any other thoughts?
Thanks In Advance.
Suraj.

Multiple queue vs single queue - peformance

Hi All,
Could pls throw some light on the following design.
Currenty, We have more than 100 queues and for each there is a different MDB to receive the message.Now, somehow we made a single instance of same MDB listen to all these queues by looking at the input message. The requiement now is, is it possible to club all the queues into single queue as it's asynchronous messaging. The receiver may also try write into the same queue at the end of message processing.If so, how would be performance. Is this performance better than having multiple queues?.
The message are expecting to be 25 k/day in the queue. And we are using Weblogic server.
Please let me know if you need more details.
Thanks
Srinath

You could try to use selectors to assign messages to particular MDBs. This way you off load some of the work on the broker but selectors by their nature usually have an impact on broker's performance. It all depends on your application, your expectations, size and the rate of your messages, how long it takes to process them on the client side. There is no simple answer in this case. You would have to test some scenarios to come up with a best solution that fits your requirements. Having said that I personally believe that some degree of partitioning of your queue could be beneficial. On a heavily loaded system it may increase the concurrency of the system and its resilience, particularly if you place the queues in different brokers. Try to imagine your broker as if it was a DB server with just one table (I'm not sure if this is the best analogy but I can't think about anything else at the moment).

How can a JMS adapter be configured in BPEL to consume messages from multiple queues ?

How can a JMS adapter be configured in BPEL to consume messages from multiple queues ?

If you want to use JMS with AQ as datastore then there is some configuration you need to do to enable this. This is outside SOA Suite per sa, e.g. no adapter required.
If you want to connect to the AQ direct then use the AQ adapter.
this blog may be of some help understand the configuration
http://biemond.blogspot.com/2008/01/oracle-jms-with-esb-and-bpel.html
cheers
James

How to automate checking status of Replication agent and Replication queue in CQ5

As part of monitoring the status of replication agents and replication queue, is it possible to automate the checking process?
We can check them from GUI, but from a monitoring perspective we are loking for a mechanism where the status can be checked continuously and we are alerted whenever there is some issue.
1. Check status of replication agent (enabled/disabled)
2. Check status of replication queue (if the queue is blocked)
Thanks in advance
nkrao

you can pull the queue from the page the same way the UI gets the list
in the table:
curl -u admin:admin
"http://localhost:4502/etc/replication/agents.author/publish/jcr:content.queue.json?agent=p ublish"
and then use a shell library like ticktick.sh to parse the json
response. A sample of how to get the bundles loaded and installed from
CQ using the ticktick library can be found here
https://github.com/kristopolous/TickTick
http://ruben42.wordpress.com/2012/04/24/using-ticktick-sh-to-parse-json-responses-from-ado be-cq5-5/

Multiple Queues in BPM

Hey,
    In case of multiple queues in BPM.
    say for instance multiple queues(random)
    When we check in SXI_MONITOR, in the QueueID column we get :
          XBPE_TaskId_No_QueueId.
Please can you tell me what is the significance of "No" in the above QueueId
normally its 1 or 2.
    can you also tell me how it affects the queue behavior.
regards,
       Milan

Prateek that is what i have done.
two files are picked from the file adapter they are merged and placed back on the ftp.
Now this scenario was working as expected when the no was 1. (i.e it went into sysfail, when both the files of the same instance entered different queues)
but in subsequent runs, when no was 2, it started working as i have explained. (i.e. it worked absolutely fine without getting into sysfail)
I have not done any changes in the configuration it happened automatically.
so i am not able to understand the phenomena.
regards,
    Milan

Multiple Queues - Dequeueing resources?

We have multiple queues on our database which have been configured to be automatically processed by registering stored procedures with each of the queues. The processing of messages works fine, however if we have messages in both queues then it appears as though an attempt is made to process all messages in one queue before it processes messages in the other queue. Are there any settings that we can look at setting to distribute the processing equally between queues?

Other than job_queue_processes, I don't know.
Have you made any progress with this?

Queue Scaling by Multiple Queues

Hi,
I see that there is an option to "Scale" Instances in Azure Management portal.
My question is pertaining to scaling based on "Queue"?
I have a Cloud Service and I want to increase instances based on MULTIPLE QUEUES. Is it possible?
Currently, it allows to scale by only one queue.
Apppreciate any help on the matter.
Viral.

I'm sorry but it's possibile to configure the service to scale by only one queue.
Davide 'n3wt0n' Benvegnù
If you found my answer helpful, please vote it.
If you think that my answer resolve your issue, plase "Mark it as answer".

One queue or multiple queues?

          Hi all,
          I have a JMS-based app that performs a few business functions, and each business
          function is handled by a single MDB. These MDBs see moderate traffic volumes
          (<5000 msg/day), and my question is this:
          Is it better to leave this design as-is, or is it better to merge these MDBs
          and their
          corresponding queues and use JMS selector to decide what biz function to perform?
          -j


Performance-wise it is better to use multiple queues, but
          your message rate is likely too low for this to make
          a difference.
          There is another advantage to using multiple queues:
          they make it easier for system administrators to
          see the statistics for different business processes, and
          possible to manage each differently.
          John wrote:
          > Hi all,
          >
          > I have a JMS-based app that performs a few business functions, and each business
          > function is handled by a single MDB. These MDBs see moderate traffic volumes
          > (<5000 msg/day), and my question is this:
          >
          > Is it better to leave this design as-is, or is it better to merge these MDBs
          > and their
          > corresponding queues and use JMS selector to decide what biz function to perform?
          >
          > -j

Agent in multiple queues

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