Prioritizing calls sent back into queue

I have a script where after 5 minutes I pull it out of the nurse queue and send it to the front desk queue. what happens is that sometimes the front desk needs to push it back to the nurse queue. I was wondering if I can set the priority of the call when it is sent back to be the first one in queue or set the priority before it sent to the front desk so when it is pushed back it would go into the same spot it came out of?
I have Cisco Unified CCX Enhanced 7.0(1)SR05_Build504
Thank yo for any help on this!

Correct. By default all calls have a priority of 1, which is the lowest setting. 10 is the highest setting and highest priority.
I pasted a very simple example of what it would look like in a script. Collect the called number info and put into a variable, use Switch step to differentiate the triggers, then assign each of them the appropriate priority.

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Agent routes caller back into script

Not sure if this is possible but I have a script that does a DB dip to authenticate a caller if they want their password reset. It asks them for their Employee ID then will get the last 4 of their SSN. The caller is then asked to enter the last 4 of their SSN and I compare it to my query result. I then pass the caller information to the agent desktop and let the agent know if the user was authenticated or not.
The customer wants to be able to do this on the fly as well. If a caller happens to get to the agent for some other reason that didn't require authentication and then wants to have their password reset, we want to be able to have the agent send the caller back into the script, go through the authentication process then route back to the same agent that was just helping them. I could do this with a blind conference but I can't get the results to appear on the agent desktop. If I do a transfer then the caller will probably get a different agent.
How can I have the agent initiate this, place the agent in reserved mode or not ready if I have to, then display the results of the DB query into the agents desktop?
Thanks in advance,
Chris

Hi Chris,
This is an interesting question. I do not think what you are wanting to do is really possible though. I'll try to explain why.
You are corect that there really isn't a way to have the agent do a conference with the customer back into the script to do the authentication process. It's just not supported. Additionally if the agent does send the call back into the script, the agent is released and will either go back into ready or go into work mode. Either way they are back in the queue and if they are Ready they are able to get any call. There is no way to reserve them either.
The only possibility, and honestly I don't really know how you might do this, but in CCX 8.5.1 you can set CAD to have non-ICD line appearances. Maybe you could have some non-ICD line assigned to the agents that they contol in CAD and could route the caller back to that agent on the non-ICD line?? This has it's drawbacks. The agent can still receive calls from the system on the ICD line. I am also not confident the enterprise data will push to the non-ICD line. This may be a killer for this idea. This is probably the only remote possibility though on what you are wanting to do.

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assuming the copy files ... when adding option is checkmarked in preferences > advanced, drag the folder into an open iTunes window while holding option (⌥).

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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
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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
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the TransRoute explorer when finished:
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Name: TR2CVP1
Type: DNIS
-Route
Name: CVP1.1 - CVP1.10
Service Name: CVP_PG1.Pre_Route
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DNIS's: 1000-1010
NTG: CVP1_NTG
-Label
Routing Client: PBX_PG2
Labels: 1000-1010
Label Type: Normal
Customer: None
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- Have to be built on the Avaya pointed to a VOIP gateway with Session Target equal to the CVP Call Server (or GK).
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!!!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.
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-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.
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- 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.

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adjustments- (it looks great) and then try and SAVE it and forward it to my iPhoto library, it will not be sent. On the other hand if any editing
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Hi
What I'm saying is:
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Name both tracks, record-enable both tracks, and record.
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CCT

CVP 9 - Post Call Survey on Internal Queue Transfers

Hi guys,
I'm trying to get Post Call Survey in CVP 9 working for internally transferred calls. PCS works fine for external calls but it isn't working for internal calls and external calls which have come in via one queue and then need to get transferred to a second queue which needs to enable post call survey for all calls that are transferred internally to the second queue.
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As mentioned this is only affecting internal calls, external calls we have working fine with PCS as the DN which gets presented to CVP is the correct actual original DN of the call which maps to the DN table in OAMP and triggers the PCS without any issues.
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Cheers,
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Hi Nathan,
Were you able to resolve this issue? I am faced with the same problem. I was able to get this working by forwarding the call out to my testing toll free number via an ICM label that then comes back into CVP with a new DN. This is working but isn't an ideal solution. Any help would be appreciated.
Best regards,
Jason K

UCCE 9.X Call In to Close Queue

Hey all,
Wanted to know how to setup either a CVP script or ICM script to allow a customer to call in and shutdown their call center and then call back in to reopen it. I've seen posts for CRS but can't seem to find anything for UCCE 9.X through either CVP or ICM. Any help would be great.
Thanks,
Marcin

I'll give you the basics using CVP or really any IVR.
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Temporarily disable your firewall and antivirus software and try again...
See here for Connection Issues
http://support.apple.com/kb/TS1379
From Here
http://www.apple.com/support/itunes/troubleshooting/

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You can switch of delete mail on Server through settings>Mail Contacts Calenders>
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Please help if you can!
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After it was moved, I was unable to login to that user's desktop, and the only explanation is "...because there was an error." The only thing I can think of is that it's because of the moved sparse image for that user.
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Please help!!

Dear jsd2 and William,
Thank you both so much for your help. I cannot tell you how much I appreciate both of you taking the time to help me figure out this problem.
William - The Library folder was basically empty. It had some Quicktime preferences in it, but nothing else. The Terminal didn't even recognize it, and I actually couldn't delete through Terminal, but simply sent it to the trash. Even so, I couldn't log in the user account.
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Hello
Does anyone know how to view the next new email without having to actually click into it?
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I used to be able to click that folder and it would highlight the most recent email and I could read it with the preview pane and then click to another folder and that email would be marked as read.
It only does this for the first mail of the day when I click back into the folder it shows me the first email received that day and not the most recent which obviously is the one I am interested in.
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I would like to go back to office 2003, however this is part of a major upgrade (depending on your point of view) to our systems and as I am only an end user however I will not get a say.
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Can you export a published iweb website back into iweb?

I have created my own iweb website which I uploaded to my own domain using transmit. Since creating the page, I had a had drive die on me that I can't access and don't have my site in iweb to edit as I have resorted to a back up made just before I made the site. So I want to know if I can access the site from Transmit and put it back into iweb for editing the site?
This is my first site I have made entirely on my own and have been learning as I go. If I can't access the site as I made it, I may try accessing the files from Transmit one by one to re-make the pages.
Any help on this will me very much appreciated.
This is my site for anyone who wants to see:
http://jemgirl.com
Powerbook Mac OS X (10.4.9)
Powerbook Mac OS X (10.4.9)

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You should backup this file whenever you make big changes to your site, because if it gets lost or damaged, you will have to start all over. Sadly, many many people learn this the hard way. Unfortunately, looks like you have too.
I have an Automator app on my site that will help you backup your Domain file(s). Click here to download it or visit http://iweb.varkgirl.com for more info. The app will make a .zip file of your Home/Library/Application Support/iWeb folder and save it to a location of your choosing.
Then check out Mozy for an online place to store your backups - I just found this and it seems great. They just recently released a Mac friendly version of their app - it automates the upload and encryption. You select the files you want to backup and it does the rest. You can set it to upload automatically after so many minutes of inactivity or once a day. It does it all in the background so you don't have to worry about it! 2GB of storage are free - plenty of room for most people's iWeb Domain.sites backups!

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I needed to call a backing bean method after page load of fragment in adf.
I used the method suggested in:
https://community.oracle.com/message/11044570
only difference is im giving the if clause as:
if (refreshFlag == RegionBinding.RENDER_MODEL ) {
instead of
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public void refresh() {
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Use clientListener on the page load event
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Prioritizing calls sent back into queue

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