Priority on call queues

I have this scenario and am looking for input on how to approach this.
- Agents have multiple skillsets
- Agents need to answer call from their primary skillset. Example: Agent is assiged to answer call from queue A. On a slow day, agent is assigned to queue B. But agent priority is to answer queue A first if there are both calls type waiting in the queue even when call in queue B is holding longer.
What is the best approach on this solution.
Thanks.
Dat Pham

What product/version? This forum covers Enterprise and Express; the answer is usually different.
If express, this is not possible. Callers - not agents - are prioritized in a CSQ. If the agent is skilled in multiple CSQs, they will receive the longest waiting contact of the highest priority across all CSQs.

Similar Messages

UCCX priority call queuing

Currently we are running UCCX 8.0.2 and have a multi queue help desk. Agents have multiple skills assigned to them. We have a request right now that a prompt be added to just 1 queue that will raise the priority of that call and only affect that queue. From my understanding, raising the priority that queue will affect all the other queues and give that priority call presedence over all the calls queued up rather than just those in that queue. Is there any way I can work around this? Thanks.

Hi
Firstly - it's best to start a new thread for a new question. Also, there is no point posting the same question multiple times on lots of threads.
What you need to do in your case is have the IDs that you want to prioritise stored 'somewhere'. The most simple way would be to simple compare them in an IF step, e.g.
String callerID = Get Call Contact(Caller ID)
IF (callerID == "41110")
     - true : set priority = 5
     - false : no steps
IF (callerID == "41111")
     - true : set priority = 5
     - false : no steps
If your numbers are consecutive as in your example you could have:
IF (callerID.startsWith("4111")
     - true : set priority = 5
     - false : no steps
But in practice you'll probably find that you have a lot of unrelated random numbers that you need to prioritise. In that case I would probably:
1) Store the numbers in an XML file, and read/compare those numbers when the call comes in
2) Store the numbers in a database, and do a select against that DB to see if the call should be prioritised.
There are lots of examples of XML file and DB usage around waiting to be googled.
Aaron

UCCX 9.0 Priority Routing within Queue

Hello,
I am setting up priority call queuing. Here is the call flow.
Caller dial the number to the AA script. (see below)
The customer selections the option 2 and routes to the queuing script via a call subflow.
The subflow script queues to one CSQ .
My agents not only log into this CSQ for option 2, but to other CSQs that come from other options #4 and #5 of the initial AA script (see below).   I would like to set Call priority for the option 2 CSQ to take be higher than the other calls when the calls route to the agents.
AA:
CSQ:
This is what I thought would work. However, it doesn't appear to be working.

Hello,
Does not work mean? I see 3 calls in the other queues. In the sHT_Dealer_Line_Q only my call is waiting. My call isn't routing to the agent first. The other calls with the Longest call waiting will go first.   (see Supervisor desktop screenshot) Thanks

BACD and hold times for Call Queue

Hi Everyone,
Is it possible to include hold times/wait times for BACD call queues? Also, anyone run into issues when configuring BACD and the time it takes for it to ring in? We had an issue previously that where the call would enter the queue, wait 30 seconds or so, and then ring out. Unless this is normal.
Thanks as always,
HelpDesk

Hi Help Desk,
Its been a while since I configured this and I am not sure if the current versions of CCA allow for this change to take place.
I know on the command line that this is possible, but ultimately it would be better to use CCA to make the changes as I am not sure if it would recognize the change if you did it via CLI.
In the past as an alternative to hold times I did some work around's by pushing the BACD to an AA and putting in there some rudimentary options that would allow a user to go back into the line, but they would loose their position in doing so, but this shouldn't be a big problem.
Also in terms of entering the BACD, I havent see the 30 second delay before so I am not sure what is going on there and I cannot say for that that it is normal operations for it.
Cheers,
David Trad.
davidtradconsultinggmail.com

BE6000 Native Call Queuing Design Constraints?

We see the doc wiki has not been updated with any UCM 9.0 native call queuing design constraints. We would assume that the call queuing at a min would need to meet the MoH design constraint of 50 sessions, since you figure there is a high probability that one call will be queued in each of 50 queues with MoH playing with each.
http://docwiki.cisco.com/wiki/Supported_System_Capacities
Is there any other performance impact we should consider or can we ask the doc wiki be updated with design constraints around call queuing?
Can the BU clarify is that is 50 simultanous MoH streams per cluster, or 50 per server? We can eliminate the load by going to multicast and IOS distributed MoH for remote sites, but something tells me there probably is a max queued call ceiling we need to consider for this platform.

At the risk of getting caught up in the pass-by-reference/pass-by-value debate :), simple values (ints chars etc). are passed as values, and modifying them on the C++ side of the procedure call will not modify the values on th java side.
Possible solutions are:
1)pass an array of (say) ints. Then, modifying individual values should modify the java-side values (much in the way that the Stream.read(byte[]) functions do.
2)format up a strin g with your return values, return the string and parse it on the java side.
3)have fields in the java side that are accessed and modified by your native call.
4)pass an object with some fields in it. Have the C++ access and modify the object's fields.
Hope this helps.

Call Queue Software Options

Hello,
I have alot of customers in the medical field and have deployed UC500's pretty successfully. Does anyone have any suggestions on call queue software that works with UC series really well. The AA does a good job but if patients calling in get VM, the just call back and back, so I am looking for a solution where they wait in a queue, then are transfered to the first availble phone in a particular department, kind of what a call center does. Thanks in advance for any suggestions.

Hi Mark,
One of the tricks I did to get the BACD to be a little more clever was to have its final destination point to the AA, then I set the AA prompts to do the following:
Announcement - "Thank you for continuing to hold, all our operators are currently busy so please choose from one of the following options" (Make this similar to the BACD Announcement)
1. Press "1" to continue to hold (This will send them back into the BACD)
2. If this is an emergency press "2" to speak to someone immediately otherwise dial (911 or 000 or what ever the emergency number is in your region) - Make sure this is pointing to a separate DN on each of the phones and mark it as the emergency extension
3. Or if you wish to be called back press "3" and leave a detailed voice mail and one of our staff will call you back shortly
This is the method I used for various medical center roll-outs, it worked quite well and in fact in some cases worked better than their previous system.
However, Please try and avoid doing this on a live system as it can be a little fiddly to setup, but once it is setup it does the job quite nicely
Cheers,
David Trad.
davidtradconsultinggmail.com

Cisco CUCM 9.1 Call Queuing no Ring Back

I have a customer that has a hunt group that has 6 users in it, they are routing the calls by longest idle. The way the customer handles the inbound call is with the operator-> then they transfer the call to the hunt group. They want to be able to present MOH when they transfer to the hunt group. I enabled Call Queuing for this hunt group and set the MOH source to the customers recording , and work great as long as all agents are busy. When the callers are trasfered to the hunt and agents are available they hear the ringback tones as the call goes from agent to agnet until it gets answered. The customer is wanting to eliminate the ringback tone during the hunt cycle and just play MOH. I know this is possible with UCCX, but they are not willing to purchase UCCX. Is there any way i can silence the ringback tone and have MOH while the call is hunting?

Hi, there is a product intended exactly to do that:
http://www.imagicle.com/go/queuemanager
It extends the embedded call queuing capabilities and is already certified with 9.1, available in solution catalog and also providing advanced historical reporting.
Licensed per channels and not per operator/agent, cheap, dramatically EASY to deploy, config and manage.
Offer a free of charge supervisor app on iPAD and can be combined with the imagicle operator console (http://www.imagicle.com/go/bluesattendant) for a full, professional, out of the box customer service solution.
You can contact imagicle for more info or download the free 30 days eval.
Regards.
Christian Bongiovanni
coCEO and CTO
Imagicle SpA

"Call Queue List" Idea

To the great folks of Apple:
We've all had the experience of using cell phones on the go and not wanting to have to pull over to look up numbers. Sometimes, before I jump in my car, I'll call the 3 or 4 numbers I intend to call one by one, then hang up before it rings. This way the numbers I intend to call are in my "recent calls" list. Why not create a Call Queue List that you could prepare and have them ready to call with the least hassle while you're on the go?
Jim Wilson

http://www.apple.com/feedback/
Regards.

CUCM 9.1 native call queuing - calls stuck in queue

Hello everyone
We are using the CUCM 9.1 native call queuing feature for attendants hunt group an have the following problem - if all the attendants are busy, the next arriving call gets into queue, receiving MOH treatment, as described in documentation. But if one or more attendants gets free and ready to receive calls, queued call doesn't get transfered to his/her phone. Logging in additional attendants, logging them in and out again doesn't change anything, once the call got in queue it stays in queue.
Exact cucm release version is 9.1.1.20000-5.
Has anyone seen this? Any ideas on what traces/logs to check?

Hi,
it seems you hitting this bug CSCuc16486
http://tools.cisco.com/Support/BugToolKit/search/getBugDetails.do?method=fetchBugDetails&bugId=CSCuc16486&from=summary
HTH
Anas
please don't forget to rate the helpful posts

Change Priority of Already Queued Call?

I have live callers and non-live callers going into the same queue. I can't split the queues as we don't have enough staff. I do have a way to distinguish the callers as they come into the queue via different applications. I would like to give the live callers priority over the non live if they are queued for than x minutes. I have the logic written into my script and if I do a reactive debug it seems to process it all correctly but the caller whose priority just got increased doesn't get moved ahead of the non live call.
I am doing all of this while in the queue loop of a select resource step. My theory is that since I am already queued priority changes aren't effective?
If that is correct, is there a workaround, if that is incorrect what could i be missing?
The yellow highlights on the attachment show what I am doing.
Thanks in advance!

Hello.
I'm sorry to see you were not able to find the information or assistance you were looking for here in the Contact Center community forum.
You may be able to find more help through the Cisco Developer Network.
Also, you might want to consider engaging Cisco Advanced Services via your account team to assist with UCCX custom scripting.
Thank you, and good luck.
-Paulo

On RT it's possible to have 2 Differents Priority VI call same Sub vi

As NI documentation precise, I implement 2 Vi's for my RT application
the first the highest priority handle all the critical tasks
the second manage the non critical and the dialog with a server
All works enough well,
But after some modifications i notice a larger jitter (With my scope)
and i don' t find the reason.
I have several sub vi's use in the two vi.
Is is it the reason for my greater jitter ??
And if yes : have i to set theses subvi to reentrant or else actions ?
Thanks for your help.
Christophe

Hello Christophe,
you are absolute right with your assumption: Having non-reentrant VIs in both, the high-priority and the lower-priority VI is a so-called shared resource. (This term you will also find in the RT documentation.)
A higher-priority VI cannot execute a shared VI as long as a lower-priority VI currently executes this shared VI (This is only true if the shared VI is not reentrant). Making your shared VI(s) reentrant will avoid this and decrease the jitter of your high-priority VI. (Verify that each shared VI is a candidate for a reentrant VI.)
Regards, Guenter

Service Call Queue

Hi All,
Having trouble updating the Queue on a Service Call:
_serviceCall.GetByKey(10)
_serviceCall.Queue = "LexPrint"
_serviceCall.Update()
The change does however not stick, Assginee is still "manager". Any ideas?
Thanks.
Bruno

Hi Bruno,
I suppose you should set the BelongsToAQueue property before.
_serviceCall.GetByKey(10)
_serviceCall.BelongsToAQueue = tYES
_serviceCall.Queue = "LexPrint"
_serviceCall.Update()
Hope helps,
Ibai Peñ

Subroutine execution priority with Call By Reference nodes

Hi -
I have a VI which contains a Call By Reference node. I would like this VI to run with subroutine execution priority (the VI is small, is called frequently, and must run quickly). The VI being called by reference is itself set to run with subroutine execution priority. However, I get an error which reads: subroutine priority VI cannot contain an asynchronous node. What is asynchronous about a call-by-reference to another subroutine VI? Is there any way to get around this? Thanks.
Jason
Jason Rolfe

This is what the help files mention:
Subroutine priority VI cannot contain an asynchronous node
This VI has subroutine priority selected in the Execution page of the VI Properties dialog box. It cannot use an asynchronous node on its block diagram. Asynchronous nodes, such as dialog boxes, are supposed to allow other VIs on the same thread to continue to execute while they wait to complete their own execution. However, subroutine priority VIs block the execution of other VIs on the same thread until the subroutine priority VIs finish execution.
You can correct this error in the following ways:
Change the execution priority of this VI. To change the priority, right-click the VI icon in the upper-right corner of the front panel or block diagram window, and select VI Properties from the shortcut menu to display the VI Properties dialog box. Select Execution from the top pull-down menu of the VI Properties dialog box, and change the priority in the Priority pull-down menu.
Remove the asynchronous node.
I am affraid that the call by reference node is asynchronous.
aartjan

Call queue notification

I just wanted to ask if anyone knew if this feature was available on blackberry, or if RIM could somehow incorporate it.
Before anyone says it was on the network, its not, its a built-in phone software feature with all the latest Sony Ericssons and Nokia handsets.
basically, if i would ring someone from my previous phone, and they were already on a call, it would tell me on my display that i was in a queue.
its NOT a call waiting service on their side or mine (i do subscribe to the service with my network provider, but thats only for incoming calls to me, ive not changed network provider since, only handsets)
any thoughts on this or applications which provide it?

The job_queue_processes parameter defines the total number of Jnnn processes available to the database, I don't have a 10g database I can connect to at the moment but I suspect the number 5 is some sort of internal setting in relation to notification processing, but it may also be that your job_queue_processes are limited to 5.
sho parameter job_queue_processes
Have a look at MOS note: AQ/PLSQL Notifications cannot be serialized (Doc ID 225810.1) - it explains that currently there is no way of setting up notification to serialize the processing unless you want to serialize all notifications by setting job_queue_processes to 1 - which obviously then prevents your other notifications from being processes concurrently, the above note gives one possible code solution you could implement to enforce serialization at the notification level.
HTH
Paul

Call Queue?

I am still a newby to Cisco Call Manager, but have a question because I just don't know the feature name or where to go and set it up. I work at a smaller community college and have a request from someone on campus that goes like this: They want a central number to call to get to a recording that gives them two options, press 1 for payments and press 2 all other cashier options. If they press 1, they will then be sent (transferred) to our sister campus phone numbers and if they press 2 they get our main campus cashier phone numbers.
I don't know what this feature is called, can anyone help?
Just a little background on our environment, we are running Cisco Call Manager version 8.5.

Hi Justin,
The Press 1 - Press 2 call greeting and then routing would be set up in your voicemail system like Unity Connection for example. You would route the central (listed) number to the voicemail system via a CTI - Route Point and then create a Call Handler in Unity/Unity Connection that plays the desired info and offers the caller input options for payments and "all other".
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/9x/administration/guide/9xcucsagx/9xcucsag060.html
Cheers!
Rob

Priority on call queues

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