Courtesy call Back to a different Skill Group

Am running UCCE 8.5 + CVP 8.5
How does the courtesy call back application gets the value of the skill group it needs to be routed to or the caller has been queued to? Is it possible to make some changes so that when the call back is done the caller should be connected to a different skill group rather than the original one with a higher priority?

Hello,
May i ask why do you want to do that ? the courtesy call back is used so that the call can stay where it is in the queue, the system calculate the Estimated Wait Time (EWT) for this speicific skill group so it can be routed directly to agent, if in case it is routed to another skill group (which i am not sure it can be done) how do you want to go to the same place it enters the queue, it will be as new call ?
If a specific call you need to route to another skill group, i suggest for you not to use the courtesy call back script, just re-route it and raise the priority of the call.
Amer

Similar Messages

Courtesy Call back - Internal Transfer Call

Hi All,
We have a small problem in deploying courtesy call back, it is working for the direct call coming from CVP, but we are trying to deploy the call is answered by agent and transfer to another skill group.
Any one come across this situtation please update us.
with Regards,
Manivannan

Gotcha ... it sort of looks like this:
/* GATHER CALLER ID */
CallbackNumber = Get Call Contact Info (--Triggering Contact--, Calling Number)
/* -CHECK CALLBACK NUMBER ISN'T NULL OR BLOCKED*/
If (CallbackNumber.length() == 0) Then
True
Goto Prompt for Callback Number ===========SEPARATE SECTION OF CODE
False
Goto Confirm Callback
/* CONFIRM CALLBACK NUMBER AND PROMPT CALLER WITH OPTIONS */
Confirm Callback:
promptCallbackNumber = Create Generated Prompt telephone.number (CallbackNumber)
promptCallbackConfirmCallerID = Create Container Prompt Concatenation (promptCallbackConfirmPrefix1 + promptCallbackNumber + promptCallbackConfirmSuffix)
Menu (--Triggering Contact--, promptCallbackConfirmCallerID)
Accept & Continue
/* NOW PREPEND ANY PSTN ACCESS CODE TO 10-DIGIT NUMBERS LEAVE INTERNAL 4-DIGIT NUMBERS AS IS. NO INTERNATIONAL CALLBACKS FOR NOW*/
If (CallbackNumber.length() == 10) Then
True
Set CallbackNumber = "91" + CallbackNumber
Goto Leave Callback Message
False
Goto Leave Callback Message
If you need more help just let me know. I can't share the whole script for now as It has quite a lot of development notes. But this should get you on the right track.

CVP - Courtesy Call Back

Hi ,
We are testing with CVP Courtesy Call back feature. We didn't get Call back request from the CVP .
Call in the queue for longtime .
My doubt is here call in the queue exceed the EWT or call back is not intiated by the CVP.
Plesae find the below calculation to get the EWT in the script.
ValidValue(((SkillGroup.SKG_Sales.RouterCallsQNow+1)*(ValidValue(SkillGroup.SKG_Sales.AvgHandledCallsTimeTo5,20))/max(SkillGroup.SKG_Sales.Ready,(SkillGroup.SKG_Sales.TalkingIn+SkillGroup.SKG_Sales.TalkingOut+SkillGroup.SKG_Sales.TalkingOther))),100) .
I have tried with the default calculation in the sample script also but nogo.
Please suggest how to proceed further & troublshoot on this.
Thanks in Advance

the problem has been resolved.
In fact, the problem is due to the discordance between CVP Reporting server version and the CVP Call Server.
the patch “CVP8.5(1) ES18” was installed only on the CVP server Reporting (for resolving another problem) what caused this version mismatch and impacting Courtesy Callback feature.
By uninstalling the patch, the problem was solved.

Broadcast calls rather than LAA to a skill group within ICM script?

We have the need to create an ICM script/queue in which calls in queue are broadcast to the agents (much like in a line group distribution algorithm in CUCM) rather than distributed by longest available, top down, etc. Any suggestions are greatly appreciated.
- Mike M

Gergely is correct (not sure why low rating) +5 for Gergely for correct answer. No ACD has been designed to ring multiple agents at the same time as that goes against what Automatic Call Distribution stands for.
One option would be to route calls via ICM, but then send the call back to CUCM broadcast hunt group, this way you will at least get overall reporting on call_types without agent reporting.
HTH,
Chris

Service Level Settings on Skill Group - ICM 8.5

Hi,
Customer would like to set different service for different skill group as the business requirement.
SG1 - 80/20 (80% of the calls should be answered within 20 seconds)
SG2 - 90/20 (90% of the calls should be answered within 10 seconds)
SG3 - 70/30 (70% of the calls should be answered within 30 seconds)
SG4 - 60/40 (60% of the calls should be answered within 40 seconds)
But we are getting only threshold field on the Skill Group configuration where we can set only seconds like 20,30,40 but system doesn't show the % percentage of calls (base value)
Kindly advise me how to achieve this configuration... if system doesnt have the option to change base value then how to calculate the service level mentioned above.
with Regards,
Manivannan

Karthik,
I guess the differenece between call type and skill group, SL will be calculated after the calls offered to Call Type Node and Skill Group Node. for example call type mapped with the script where skill group node configured on the same script, assume that there is some more nodes in the script, Call type SL will calculate include the extra nodes whatever defined before the skill gorup node.
Jameson,
Please clarify more. For example if i configure 30 seconds, what is the meaning of the settings. i can assume that 100% calls should be answered within 30 seconds.
And also would like to know best practices to get the various SL thresholds.
with Regards,
Manivannan

Courtest Call Back Query HELP!!!!

My name is Michael Love, I am having issues getting counts for Courtest Call Back. I need help building a query to get a count of all customers that Accepted Courtesy Call Back. I am also trying to fine out (of those that accepted Courtest Call Back) how many of them completed the process by connecting to a rep.
I need distinct counts...

Michael,
How this might be accomplished varies quite significantly based on how the queue call back was programmed and other parameters of scripts in your call center.
The most concrete way would be to have your script write to a database when a callback is requested, and update that record when a rep is successfully connected via the Connect step. From there you could program a quick web interface or otherwise to provide you that information.
Regards,
Tanner Ezell
www.ctilogic.com

CUIC-Total Answered Call in Peripheral Skill Group are different with Skill Group Abandon-Answer

Hi UCCE/CUIC Expert,
I have CUIC 9.1(1). Now I am trying to access Cisco Historical Report (Stock).
When I accessed Peripheral Skill Group Historical All Fields, I found total "Answered" are different when I produced using Skill Group Abandon-Answer Distribution Historical.
My question is:
- What kind of call will produce symptom above?
- Is there any miss step in ICM Script so that CUIC will produce this report?
Thanks in advance,
Heribertus

Hi
Some, but not all, Half_Hour tables now have an equivalent Interval table. The Half_Hour tables still appear in the database, but are no longer populated. For CUIC only (and not for WebView) the equivalent Interval tables are populated by either half-hour or fifteen-minute data, based on configuration. WebView uses “half-hour views” to pull 30-minute data from the Interval tables.
While configuring the PG, you will give whether the Reporting interval should for 15 minutes or 30 Minutes, If you have 15 minutes selected then will see 15 minutes Interval in the Agent_Skill_Group_Interval Table.
Regards,
Senthil

EWT calculation for multiple skill groups at Courtesy Callback

Hi All,
I have configured CVP courtesy callback. Call is coming to callback number and call connected with agent .
I have configured EWT for only one skill group. Now I need to calculate proper EWT for multiple skillgroups.
To calculate EWT for ACTV skill group I used the below formula.
ValidValue(((SkillGroup.ACTV.RouterCallsQNow+1)*(ValidValue(SkillGroup.ACTV.AvgHandledCallsT
imeTo5,20))/max( SkillGroup.ACTV.Ready, (SkillGroup.ACTV.TalkingIn +
SkillGroup.ACTV.TalkingOut + SkillGroup.ACTV.TalkingOther))),100)
Now I need to calculate EWT for multiple skillgroups.
Kindly guide me to configure EWT for multiple skillgroups.
Regards,
Fakhrul

Did you get this sorted out? Can you post an example. Thanks a bunch.

What is the maximum number of Call Types, Skill Groups and Campaigns created in ICM 8.0.1 and 8.0.3

Hi All,
What is the maximum number of Call Types, Skill Groups and Campaigns created in ICM 8.0.1 and 8.0.3?
In which the above requested information will be available??

Oh I see. So I guess what you are saying is that is
Director's way of compressing vector numbers. Also, as to what you
were saying about the number 3000 is sure not the limit for vector
units, I think I was just jumping the gun considering that I only
glanced at the script error, and then clicked on the debug button
to see where the error happened. Then once I looked at the varibles
in the varible window, I saw these weird numbers with the e3 at the
end of them, and I just thought that it could not add the vectors
together with the e3 at the end of each vector unit. However, to
make a long story short, I detached the script and reattached it
which did no create the error again, and I learned that Director
can add vector units together that have an e3 at the end of each
vector unit. So thanks for clarifying what the e3 means.

UCCE 7.5.10 - Modify Agent Skill Groups via Database instead of Config or Re-Skill tool?

Background - We would like to bulk modify agent skill groups on a weekly basis, but have over 400 agents, 3 teams and over 5 skill groups per agent. We are hoping to build a query to modify the tables required to skill an agent properly. We would problably use a .csv file from our fiance dept. to determine skill groups per agent.
Has anyone been successful or know what tables must be updated/inserted to change an agent's skill groups? Is there a hack/workaround to do it using POST/URL in the Cisco Reskill Tool?
Thanks,
Ray Khan

It is about time for Cisco to realize that this is something that their biggest contact center competitor, Avaya offers as a standard feature, out of the box (I'm sure they know it without me pointing it out). This is "old" technology for Avaya.
We are doing this now in our Avaya contact center with a VB Script and scheduled tasks in Windows. Needless to say, it didn't take a developer to set it up. The scheduled tasks run twice per day to "reset" the agents' skills to pre-determined default values. This allows us the spend less time worrying about intraday skill changes, and whether or not any additional skills were removed from an agent's profile. We know that they'll be changed back twice per day.
We essentially have three different configurations based on time of day and day of week: Monday through Friday, 6:00am to 6:00 pm (Business Hours); Saturday and Sunday 6:00am to 6:00pm (Weekend Daytime); and Sunday through Saturday, 6:00pm to 6:00am (Overnights). We would have to have three UCCX skills with time of day routing to every one Avaya skill achieve this in UCCX.
Also, this capability enables us to re-skill our entire call center, or any subset thereof to a predetermined skill-set with a single mouse click.
I'd love to see Cisco allow and support this or similar functionality.
Sent from Cisco Technical Support iPhone App

Queue to skill group node with consider if statement.

Hello,
I have a question on a queue to skill we have set up. There have been complaints that calls have not been able to be answered after the center closes even though they are logging in an agent or two to clean up these calls. Within the queue to skill is consider if statement that says:
IF call center location is open and there is at least one agent logged in, queue the call to this skill group.
This applies to both skills that are in this queue to skill node. What they are saying is that if there are calls queing after the center is closed and they have already passed the consider if statements and are sitting in MOH/queuing, would these consider if statements not allow the call to be delivered to an agent if they log in after the center is closed as they are stating that they will log an agent in and they still can't pick up the call. However, these are agents at 2 different locations on 2 separate PGs so that throws another variable into the mix. Not sure how much of the truth they are telling either....
Also, is there a way to check if the call is queing to both groups or just one? Not sure if there is something in the DB that will tell you this, I know there is a route field in RCD but I'm assuming this will only popluate after a call is handled.
There is also a TOD check that will not allow calls to this queue if it past hours of op built in as well.
Thanks

Paul,
It sounds like the first "IF" statement is being used as an "accept or deny" calls access to the queue node-
If the queue to skill group node is the where this decision is made(perfectly acceptable to do so)- once a call passes through the queue to node- calls do not return to it unless you loop though it.
Think linear-
Start----Queue to(with if) -----play music-----play announcement--------wait-------loops back to play music-------
Queue to node (conditions-if agents logged on queue the call, if not, the call is not queued)-If calls do not get queued in this step, calls are just in the treatment, not actually queueud- even if your subsequent steps are to play music, play prompts etc- the call is not queueud.
I do not recommend this---but it would resolve the issue if agents logged on after the call was in the treatment----
Start----Queue to(with if) -----play music-----play announcement--------wait-------loops back to queue to(with if)------
Logging in agents to the queue would not automatically add callers to the queue-
the script would need a new queue to node during the treatment- again looking to see if agents signed on.
I would advise adding an Admin Script with TOD/ DOW conditions and then set a variable for open/ closed-
If the script is "open" queue the calls to the skill group, then if agents do sign on to the queue the calls can be answered.
Start---
IF Node(if open)---->Queue to(if not required here) -----play music---play announcement---wait---loops back to play music-
'------>(if closed) play after hours greeting/ route to voicmail/hangup.

How do I Translation Route a call back into CVP?

This is ICM 8.5, CVP 8.5 and Avaya CM 5.2. I'm trying to configure the system to be able to Translation Route a call back into CVP that originally started in CVP. I've read and read Cisco documentation that talk about various ways it can be done but I think I really need step-by-step instructions to figure out what I've done wrong. I'm happy to explain it in gory details if anyone wants to help me troubleshoot. However, I think it would be simpler if someone can point me to a document that outlines a successful configuration and I can find my own mistake.

Thanks clearbluelou, some of this was very helpful, but I had to set my translation routes up differently. Kris Lambrecht's post was very helpful, but also introduced some confusion, which looking back was very simple...hindsight is always that way right?!?!
I am going to list out the configurations I used to make this work, most of which are what's listed in the Type
8 setup in Kris's post starting with Step 7 except its for a Type 10 Network VRU; you don't use Type 8 anywhere, but the configuration is very similar.
Assumption is that you already have an existing system and are routing calls to CVP already so a lot of the steps in the config guide are already done.
References below are to "Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 8.5(1)" starting on page 109, step 7:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp8_5/configuration/guide/ConfigAdminGuide_8.5.pdf
Here's the details of my implementation:
ICM 7.2.7
CVP H323, Type 10
Avaya PBX connected with a PG also running CTIOS
Destination is the CVP Servers/CVP PGs (PG1), call transfer is originating from an Avaya PBX connected to ICM via a PG/CTIOS server (PG2).
1. Build a new Service under destination PG, CVP in this case, as outlined in Step 7 from the CVP Config Guide.
- Service
Peripheral Number: 2
Peripheral Name: Pre_Route
Name: CVP_PG1.Pre_Route
- Route
Name: CVP_PG1.Pre_Route
-Peripheral Target
Not required
Labels
Not Required
2. Build Network Trunk Groups, as outlined in Step 8 from the CVP Config Guide:
- Network Trunk Group
Name: CVP1_NTG
Peripheral: CVP_PG1
PeripheralNumber: 200
PeripheralName: CVP1_NTG
Name: CVP_PG1.CVP_NTG
Trunk Count: Use Trunk Data
3. Build Translation Routes using the TransRoute wizard, I built a pool of 10 DNIS 1000-1010; these are dummy DNIS; outlined in Step 9 from CVP Config Guide; here's what they should look like in
the TransRoute explorer when finished:
-Translation Route
Name: TR2CVP1
Type: DNIS
-Route
Name: CVP1.1 - CVP1.10
Service Name: CVP_PG1.Pre_Route
-Peripheral Target
DNIS's: 1000-1010
NTG: CVP1_NTG
-Label
Routing Client: PBX_PG2
Labels: 1000-1010
Label Type: Normal
Customer: None
4. Configure Trans Route DNs 1000-1010:
- Have to be built on the Avaya pointed to a VOIP gateway with Session Target equal to the CVP Call Server (or GK).
- Add Translation Route DNISs in CVP Call Server Configuration under ICM Tab.
!!!Make sure you "Save and Deploy"!!!---->If you don't calls will show up on the ICM as new calls on the Translation
Route DNIS's under your CVP Peripheral.
5. Build Dialed Numbers in ICM:
-Extension 2000 is the dialed number Agents on the Avaya transfer to.
-VDN 2000 on Avaya PBX should be routed to an Adjunct Route step which will send a route request to PG2 and kick off a script in ICM.
-You have to build a dialed number in ICM Dialed Number Explorer under the PBX peripheral (PG2 in my example) PG2.2000, and point it to a CallType and subsequently a script, for example "Avaya2CVP".
6. Build your ICM Call Routing Script: (follow's ClearBlueLou's description)
- Route the call through typical CVP call setup initialization nodes
-Route to Trans Route to VRU node with "CVP_PG1.Pre_Route" as the service selected, and "TR2CVP1" Trans Routes
selected.
-Then send to a microapp.
Your test call should have exited the success connection of the TrasRoute to VRU node and will continue routing with all call variable information will route (and show up in TCDs and RCDs) under Dialed Number PG2.2000.

Resource assigned two different Skills

HI. If i have a resource assigned to two different Skills that are both set to Longest Available, which skill would take precedence? Is this where I should use the Competence level to give one Skill a priority over the other?
Scenario is Resource A and B are in both Skill 1 and 2. Skill 1 & 2 are both set to Longest Available. A&B are the only members of both Skills. No resource groups.
Does the system somehow keep track of which Resource is Longest available to the Skill?
Thanks in advance for your help.

I am assuming you are talking in regards to UCCX (as oppose to UCCE), if so skills do not have routing algorithms, CSQ do, skills get assigned to CSQs, are you CSQ to one to relationship with skills? If so, and if agents belongs to both skills and 2 calls are queued when the agent becomes available the longest available call will be delivered. If you want to prioritize one CSQ call over another you need to use Priority step in the script.
HTH,
Chris

Hold Tim calculation in Agent & Agent Skill Group Reports

Please can someone confirm if I have this correct AHT is = to HandledCallsTime/CallsHandled HandledCallsTime = HandledCallTalkTime + HoldTime + Wrap.
If this is correct can someone confirm what constitues HoldTime - is InCallsOnHoldTime part of the overall hold time?
I have created and AVG Hold time HoldTime/CallsHandled, AVG Talk Time HandledCallsTalkTime/CallsHandled & AVG Wrap WrapTime/CallsHandled and all of those added together = AHT
If I run the report and look at AHoldT that is showing a calculation of InCallsOnHoldTime/InCallsOnHold
My query is this, I take a call, I speak to the customer for 60 secs, put them on hold whilst I make an outgoing call 30 secs, then come back to them and speak to them for a further 30secs and do 10 secs of Wrap...
Where does my Hold time with regards to me making a call sit..
As when I run this report I get the following output attached.
Arcadia wants to ensure that the Hold time that is happening whilst I am making another call is counted within the AHT... AS far as I can see it isn't!

Hi,
no, you did not. Just 'reporting' and 'cuic'.
Er... it's not really the SQL query, but anyway, I if I substitute AgentSkillGroup for Agent_Skill_Group_Interval, then the explanation for the HoldTime is this - kind of fuzzy, though:
>>
>> Number of seconds where all calls to the agent are on hold during the
>> reporting interval. HoldTime is counted only while the agent is doing no
>> other call-related activity. HoldTime is included in the calculation of
>> LoggedOnTime.
>>
I am not absolutely sure about this, but logically, the IncomingCallsOnHoldTime is a subset of HoldTime. I mean, HoldTime being the global HoldTime (including all types of calls), and IncomingCallsOnHoldTime is related only to inbound ACD calls. This is actually in the schema doc, but again, it's kind of fuzzy:
>>
>> IncomingCallsOnHoldTime
>> Total number of seconds that inbound ACD calls calls that an agent
>> associated with this skill group placed on hold that ended during the
>> reporting interval. The value is counted when the after-call work time
>> associated with the call (if any) is completed, and the database is updated
>> every reporting.
>>
Well, this does not explain that, does it.
This way: do you have access to the HDS database? Would be interesting to take a look at the Agent_State_Trace table for a particular agent and then do the calculations. I know, it's kind of complicated, but let's just wait and see if someone else comes up with a better explanation.
G.

Problem implementing call back script

I'm having problems getting my message call back script to work. The idea is that someone makes a call and if no agents are available after a few minutes they'll get a prompt asking them to leave their phone number for an agent to call them back. The bulk of the script is taken from Cisco's script repository. Everything works except for when the call terminates and is supposed to place a call to the BaseLineMessageCallback.aef script which will seek out the next available agent and then play a message stating the caller's phone number and a brief message. Seems like no matter what I try when it goes to redirect the call to the BaseLineMessageCallback script the status is BUSY. Here are the steps that I've done so far
1.) Created trigger for BaseLineMessageCallBack with the phone number of 6580
2.) Created a 2nd Call Control Group with the ID of 5, CTI route points are 7300 and 7301
3.) Created separate Dialog Group with the ID of 1
4.) The AdvMessageQueueing script is using the same CSS and Partition as BaseLineMessageCallBack, phone number is 6507
5.) Set Media Termination Point to True for Call Control Group 5.
6.) AdvMessageQueueing and BaseLineMessageCallBack are using different call control group and dialog group
I'm able to call both the 6580 and 6507 numbers without a problem from my phone. The problem is just the redirecting from 6507 to 6580.
Any ideas?

There's a lot more that we'll need to know, to properly figure this out for you. I would suggest this: start out small, and validate that you can even make a call with the Place Call step to a trigger, since that seems to be the area you've highlighted as a problem.
You can do this very easily by creating a brand new script with a single variable and two steps. It's really just that simple. No extra trigger, no application, just the one script, with its one variable, and two steps. You can think of it like a disposible napkin that you'll use one time and then throw away.
Script1
Variables
Contact c = null
Steps
StartPlace Call (dest = "6507"; timeout = 30; CCG ID = 5; dialog group = 1; contact = c) Successful /* Place a comment step here, so when the called script answers, we should see this highlight in red. */ ...End
Start a reactive debug in the script editor: CTRL+Shift+R
For the Script, select: AdvMessageQueueing.aef (I think I read your post correctly and 6507 is the AdvMessageQueueing.aef script, right? If not, let me know because that's important for this test)
For the Timeout, select: 60
Click OK
Now, make sure your Script1 window is the active window and press F10 three times (1 time to start active debugging; 1 time execute the Start step; 1 time to execute the Place Call step - Note 1: the Place Call Step will remain highlighted in red for now - Note 2: If you press F10 too quickly, the editor may not recognize your key press, so be sure to pause between key presses at this juncture).
What you should see happen is, a new window should open, and it should be the AdvMessageQueueing.aef script, but in reactive debug mode. Since this is a phone call test, you will need to make sure the AdvMessageQueueing.aef script window is active and press F10 until the red highlighted step is whatever step immediately after the Accept step. This answers the call and back in Script1 you should see the comment step highlighted now.
If you don't see that, then you know there is a problem with a CTI Port in CCG 5 calling a CTI Port in whatever CCG 6507 is associated with. I know you said the Partitions and CSSes are the same, but I would ask that you just double check that the CSS on CCG5 contains the Partitions for both the 6507 Trigger and the CCG 6507 is associated with.
Let me know if you get past that part, or if we need to address any problems you encounter.
Good luck.
Anthony Holloway
Please use the star ratings to help drive great content to the top of searches.

Courtesy call Back to a different Skill Group

Similar Messages

Maybe you are looking for