Overflow Queue in Outbound Agent-Based Campaigns

Hi everyone.
I've been given a requirement to have a blended outbound campaign overflow to a queue in predictive or progressive mode. This would happen if an agent is dialing 4 lines at once, and two callers pick up. Rather than dropping the second caller, they should be routed to a queue until a blended agent is routed the call.
I've been told that an IVR-based campaign can accomplish this, but I don't have enough ports in CVP to be able to Send to VRU for each one. Therefore, I'm wondering if there is a way to do this using Agent-Based campaigns and only transfer to the VRU for queuing treatment when necessary.
The closest thing that I have been able to find is within the skill group configuration for a campaign, there is a field that says "Route points for transferring to an IVR" and one of the options is "When no agents are available." Would plugging in a directory number for a route point work there, or is this field not what it sounds like and totally off-base for what I'm trying to accomplish?
Thanks!!

You're right on the money there James. Configure a number under the "When no agents are available" section as you mentioned, then configure a CTI route point in CUCM, associate it with the pg user, create the Dialed Number for it in UCCE and then go abouts setting it up as a normal inbound type call flow (remember to translation route) etc.
Cheers,
Nathan

Similar Messages

Outboud dialing modes for agent-based campaign

Dears,
i have configured agent-based campaign ,by setting the variables of dialing modes as DIRECT PREVIEW and it's working fine,but when i changed the mode on the set Node as Progressive or Predictive , the campaign didn't work .so how can i configure properly the agent-basde campain in Progressive or Pridictive mode,are there any settings rather than typing the modes Name in Administrative script SET Node??
thanks

You are not looking for workarounds, you are looking for help in getting your configuration correct - because when it is correct, it will work.
So what is WRONG with your configuration?
When you run the import and the customers are now in the CampaignManager, is everything OK. Run dumprt out of procmon against the CampaignManager to see that it is as you think it should be.
See 7.0 Dialer User Guide Appendix A-14.
Now pay attention to what you see in the Dialer heartbeat. This occurs every 5 seconds. Change the window properties to have a small font 6x8 and make the layout wide enough so you can see the full extent of the dialer heartbeat without wrapping. I have no idea why Cisco don't configure these command windows correctly, but they don't and it's up to you to get them correct so you can use it. Once adjusted, make sure you click the radio button that saves for all windows with this title - so it will be set up to your liking on restart.
Now look at the Dialer heartbeat. What do all those columns mean?
They are the same as what you see in procom dumpalloc when connected to the Dialer. See page A-15 example A-5.
Look for Enabled = Y, Look for Av-Dlr - agents available to the Dialer for a reservation call. Check out how these things change as you login and out a suitable agent and make them ready not ready.
Regards,
Geoff

Giving Priority to AgentBased Campaigns over IVR Based Campaigns

Hi,
We are using Cisco ICM 7.5.9 with outbound option. We are running various campaigns. IVR Based and agent based. We want to give more priority to agent based campaigns over ivr based campaigns. We want agent to be in talking state as max as can. please advise how to set that.
Regards,
Hammad.

I've not tried these, but I would think these could do it. 1. You could change the query rule penetration for the agent based campaigns to get more records than the IVR based campaign. 2. Give your agent based campaign more IVR ports than the IVR based campaign.
david

UCCX-Agent based Outbound

I have done all the configuration for agent based outbound.calling is hitting the CAD but accept button are not visible.Please give me your suggestion

Hi Kiran,
Navigate to Desktop Work Flow Administrator, Call Center 1-> Work Flow Configuration->Work Flow Groups> Default>CAD Agent> User Interface. Under the Outbound Dialer, check the check box for Direct Preview.
Regards
Please remember to rate useful posts clicking on the stars below.
Favor calificar todos las respuestas útiles dando click en las estrellas de mas abajo.
LinkedIn Profile: do.linkedin.com/in/leosalcie
El mensaje fue editado por: Leo Salcie Tejeda

UCCX 7 Agent Based Routing - Best Approach

Hello all,
Our agent phones have two lines. The first line is the contact centre agent number and the second line is the agent's personal DDI.
I am trying to work out the best approach to deal with calls coming in on the DDI line as I would like these to be part of the contact centre too and be able to report on call activity here. My initial thoughts are that a call will come into the DDI and if the agent is not available then it will be transfered to the CSQ for that agent.
Would it be better for the DDI line to have a "call foward all" set to the CSQ trigger and then use some enterprise parameter to see the original called number, do a lookup and send this call to the agent whose DDI it is? I'm just wondering how this is achieved programatically? Or would a better approach be for all of the agent DDI numbers to be triggers for the UCCX application? This leads to the question how many triggers can an application have?
Thanks,

This is always a sticky topic. Both of your ideas are possible and there isn't really a "best" option IMO.
If you create a trigger and have agents CFA their lines to it, then it is only a single trigger in CCX to configure.
Agents can turn this off by disabling CFA. This could be good or bad though.
CCX would need to handle redirecting the call to VM if reaching the agent fails.
You remove the ability for the agent to even see the call (call waiting) since the busy trigger is set to one on their ICD line. Their only indication someone called would be if they leave a voicemail.
There is no documented limit of triggers per application.
Agents cannot turn this on/off.
Everything else would be the same as option one.
You can do this either with a Call Consult Transfer step or attempt an agent-based routing with the Select Resource step. For reporting reasons you would want to use Select Resource though. This also means the agent cannot answer calls at all unless they are logged in to CAD though.
Also, you could choose to route to a CSQ instead of the agent's voicemail in any of these scenarios if you wanted. CCX cannot queue callers to a specific agent and CSQs don't scale well enough to have one per agent. This somewhat depends on who is calling though. A menu option with choices works well: Press one for voicemail or two to speak with another representative."
Lastly, another scenario might be to create an IVR with a "dial by extension" concept where the customers know the extension of who they are reaching and not the direct line number. CCX could do agent-based routing as discussed above there. The advantage is that their direct line would remain untouched. This only works if they would refrain from giving that number out though.

Queue with not agent

I create a hutpilot member. this hutpilot have 3 extensions.
I create a hutpilot notmember. this hutpilot have 2 extensions.
when the client call promt a menu that said :
press 1 if you are a member
press 2 if you are a notmember.
then I redirect the call to the hutpilot. but what hapen if the 3/2 extensions is busy? can I do some loop wait? some kind of queue?.
I atach my script.

Hi Oscar,
1) How I tell to Queue the extensisns of the agents? probably Have I install some software in the computer of the Agent?
     If you have enhanced or premium license you can install Cisco Agent Desktop (CAD) for agents to change the phone state to ready to handle calls or not ready for the UCCX to skip sending calls to that agent. Also you can use the IP Phone Agent where the agents can change that state from the IP Phone and not from the software (CAD).
     When you configure an end user in CUCM you tell that the IPCC extension is XXX, that makes that user an UCCX agent. After that you create a Contact Service Queue (CSQ) based on skills or resource groups, that way the UCCX can check the agent's extension and send calls to it.
2) How the UCCX know that the agen is free and send the call from the queue to the agent?.
     UCCX can monitor the ACD extension, so you don't have to worry about that.
But I will recommend you to read the UCCX SRND and the Administration Guide for a better understanding on how UCCX works. Also read the step reference so you can check how every step of the CRS Editor pallete should be use.
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html
Gabriel.

Send calls from overflow queue to Normal queue and prioritize call

I have 2 queues in my script: queue1(normal queue) queue2(overflow queue)
I am sending calls to the queue2 if the call threshold reaches 3 calls or 3 minutes in the queue1.
While the call is in the queue2, queue 2 checks queue 1 to see if there are any Ready agents in the queue1.
If it sees Ready agents in the queue1 send the call back to the queue1, when this call is in the queue1,
I want this call to be 1st position in the first queue even though if there are 10-15 people waiting in the queue1.
What is the best way to script this scenario?
I am testing this in the lab but still not successful.
Any help would appreciated.

Hi,
Set call priority.
Regards,
Muhammad Amir Raza

Can I use Lab view for agent based modelling?

Dear All,
I have a project to do, It is optimisation of cost for maintenance management in special type of contract.
I am looking to take an agent based modelling to do the project. I've just started using Labview and I'm not sure if I can do this type of modelling approach with Labview. Can someone please confirm that I can do it and also if its a familiar topic show me the first few steps.
Thanks,
Davood
Solved!
Go to Solution.

SebSieros wrote:
Hi Davood,
Could you please expand on what you mean by agent based modelling in detail and what exactly you are trying to accomplish?
I look forwoard to hearing from you.
Kind regards
Seb
Hi Seb,
What I am trying to accomplish is an optimised cost by trading-off between 3 main different area(Labour, Spare part and logistic). each area has its individual sections and sub sections. the important part is that there are plenty interactions between sections and subsections of 3 main area. in simple word project is : changing the cost for training and see the impact of it on total optimised cost or selecting supplier A which is providing item x cheaper than provider B by considering that for supplier A there is another logistic plan and method or sometimes more training is required and finally see what is going to happen to total optimised cost
I draw a simple conceptual framework to present the project more clearly. please see attachment. I'll be happy to clear any point if you need.
Attachments:
Project.png ‏105 KB

How to get the all process orders and outbound deliveries based on material

Hi Team ,
I need one help from you regarding the MB 56 transaction.
My doubt is : How to get the all process orders and outbound deliveries based on material, plant and batch?
Please help me regarding this.
Thanks & Regards,
Srikanth.

Hi,
You can use ST05,to trace the program and find out,
hope it will help you...
thanks and regards,
veera.

Work flow issue: Assign agent based on role

Hi,
We are facing an issue in SAP workflow.
How to assign agent based on the role of an employee.
Thanks for your input.
Thanks
Muthukumar

Hi,
Make sure that you have configured properly in transaction OMGS.
If it is done, then we can not do much about it.
I faced the similar issue and i had to convince the user that it is a porblem.
PO release workflow has some problems.
Hope it helps.
Regards,
Shashank

How to produce different outbound delivery based on different schedule line

Hi,
I want to create different outbound delivery based on different schedule line time,but system automatically create a combining delivery document with a sum number.
For example,
schedule line
date               goods issue time   qty
2011.08.24     08:00:00                1
2011.08.24     10:00:00                1
when I create the outbound delivery, system create only one document with quantity 2.
But I need two documents with quantity 1 in every document.
How to solve this requirement?
Thanks.

Hi,
I viewed the item requirement in VOFM, found that they are status check for the copy control, not the split control.
Could you please give me a example?
In the copy control--header--conditions----order requirement ( or combination requirement )
They are like this :
(001)
bp_subrc = 0.
Check that reference document is an order (if not, issue error)
if cvbak-vbtyp cn vbtyp_auft.        "Auftrag?
    perform message_handling in program (programmname)
                                       using cvbap-posnr
                                         '003'
                                         'E'
                                         'VL'
                                         cvbak-vbeln
                                         space
                                         space
                                         space.
    bp_subrc = 1.
    check 1 = 2.
endif.
Check the status of the Fonds-Management
IF CVBUK-FMSTK EQ 'A'.
    PERFORM MESSAGE_HANDLING IN PROGRAM (PROGRAMMNAME)
                                       USING CVBAP-POSNR
                                         '889'
                                         'E'
                                         'VL'
                                         CVBAK-VBELN
                                         SPACE
                                         SPACE
                                         SPACE.
    BP_SUBRC = 1.
    CHECK 1 = 2.
ENDIF.
Check that order is not blocked by the automatic credit check
if cvbuk-cmgst ca 'B' and
     cvbuk-abstk ne 'C'.
Credit check is irrelevant for correction deliveries
    if v50agl-sofauftrag eq charx       and
       tvak-lisof       eq space       and
       likp-lfart       eq tvak-korli.
    else.
      perform message_handling in program (programmname)
                                         using cvbap-posnr
                                           '060'
                                           'E'
                                           'VL'
                                           cvbak-vbeln
                                           space
                                           space
                                           space.
      bp_subrc = 1.
      check 1 = 2.
    endif.
endif.
Check the user status from the order header
if not cvbak-objnr eq space.
    call function 'SD_STATUS_VBAK_CHECK_INTERN'
      exporting
        i_objnr              = cvbak-objnr
        i_vrgng              = vrgng_sddn
      exceptions
        allowed_with_warning = 01
        not_allowed          = 02
        object_not_found     = 03
        others               = 99.
    if sy-subrc ne 0.
Fehler nicht bei MODKZ = '2' (Erlaubt mit Warnung)
      if sy-subrc gt 1.
        bp_subrc = 7.
Else ist nötig, da Routine mit "changing sy-subrc" gerufen wird
      elseif sy-subrc eq 1.
        bp_subrc = 0.
      endif.
Check Global delivery flags
line deleted: "n_911988
        perform message_handling in program (programmname)
                                           using cvbap-posnr
                                                 sy-msgno
                                                 sy-msgty
                                                 sy-msgid
                                                 sy-msgv1
                                                 sy-msgv2
                                                 space
                                                 space.
Bei Fehler: Bedingung verlassen
      check bp_subrc ne 7.
    endif.
endif.

IVR Based Campaign Error

Dear All,
We are using SIP dialer for a IVR based campaign. On the event viewer we are getting the following messages.
Aug 12 09:55:04 192.168.1.1 160402: ccmpg1a: Aug 12 2013 04:55:03.669 +0000: %ICM_BADialer_BlendedAgent-6-1438044: %[comp=BADialer-A][pname=baDialer][iid=prod][mid=1438044][sev=info]: [Skill group (ID=5750) in the IVR_Camp ] has insufficient records [581] in the last one minute on the dialer machine [CCMPG1A]
we are using ICM 8.5(4). I have performed some R&D but there is no information available on the support forum.
Regards,
Amir

Would be able to restart the dialer ? just a try not sure if this can re-sync the data.

Uccx 10.5 can i modify Queue Statistics for Agents???

Hi,
I have UCCX 10.5 but the queue statistics for Agents phones are updated every 10 seconds, I need to reduce every 5 seconds, any ideas???
Thanks!

Hi Matt,
All the Live Data gadgets come from the Cisco Finesse Administration which contains the layout. It is the users preference whether or not to change the existing Live Data gadgets.
Usually, we dont play around with these, but the most common request we have got from customers is the display of the Not Ready Reason Code labels than the code.
We are tracking this as an enhancement for 11.0 but not officially committed.
Regards,
Arundeep

Scenario Based Campaign Planing

HI Gurus,
Can anybopdy tell me what is Scenario Based Campaign Planing? How to configure this?
Thanks,
Prasanna.

Hi Satish - Not that we are using it, but from what I learned in the marketing class, scenario based planning actually refers to creating various scenarios and using it to build a particular marketing strategy. Using BI as your source for assumed data points, you will configure scenarios that will depict how a marketing plan will evolve. The inputs to this process are basically your company's marketing objectives, market data - i.e. trends in market and predictions for the FY and your strengths and weaknesses. So Scenario A can show a marketing plan that works when the market is headed north for a particular product segment, while Scenario B can depict possible performance for a marketing plan depending on governmental regulations expected...Likewise...
Using artificially generated data in BI (based on the market statistics/predictions), scenario planning will predicted roadmaps for a marketing strategy. Based on all such scenarios the best suited ones will be selected and subsequent campaign plannings are performed.
All - If there's anything more to this or something that I wrongly understood than please correct.
Thanks
Nikhil

Agent based release templates, hard coded values configurable?

My Release templates consists of couple of hard coded values like Installation Path, documents folder paths etc. To create a new template, i need to change those values in so many places and it's very time consuming for bigger templates.
I have implemented agent based release and my questions are:
1. Is it possible to configure such values with variables in the scope of each stages of releases like QA, Staging, Production etc.
2. What is the difference between agent based release templates and vNext templates.
Sreekanth Mohan

Hi Sreekanth,
Thanks for your reply.
If there’s may Stages in your release template, I think you can create/edit the correct action steps in one Stage, then copy them to other Stages in your release template.
Or you can try to use the Tag feature in your release template if you will do the same deploy in multiple servers, please refer to the helpful information in this article:
http://www.incyclesoftware.com/2014/02/new-feature-release-management-visual-studio-update-2-server-tags/.
We are trying to better understand customer views on social support experience, so your participation in this interview project would be greatly appreciated if you have time. Thanks for helping make community forums a great place.
Click
HERE to participate the survey.

Overflow Queue in Outbound Agent-Based Campaigns

Similar Messages

Maybe you are looking for