Routing Script, Route to Enterprise Skill Group

This is an ICM 7.5 Routing Script question:
Is there any way to route to entire Enterprise Skill Group using a common set of parameters (say longest available agent) without specifying in Route Select or Enterprise Skill Group node all member Skill Groups? Having to specify all member Skill Groups means having to update all Scripts that reference a given Enterprise Skill Group whenever new Skill Groups are added to the Enterprise Skill Group.
In an enterprise environment Skill X.ESG may include Skill X.SiteA, Skill X.SiteB, etc. Seems there is no way to code a Route Select in Routing Script so that Skill X.SiteC may be added without editing the Routing Script.
Any way to get around this? Sometimes just routing all to all Skills within the ESG the same, is good enough!

Unfortunately there is not out of the box. The Enterprise Skill Group builds the list at 'compile' time rather than at runtime. Not to say you couldn't get creative with it but it would require pre-building configuration elements which tends to defeat the purpose.

Similar Messages

Will Enterprise Skill group allow queuing with interrupt ?

Dear All,
I have a requirement to use three enterprise skill group in a single ICM script.
Customer dials TFN and if agents are in ready state they will take a call.
If no agents were available in both enterprise skill group the call goes to queue(hold music), once agent become available customer call will patched to the agent.
In our case, we have three enterprise skill group with overflow concept assume no agents are available and the call sucessfully goes to queue, and once the agent become available, call was not landing to agent instead of this call gets disconnected after queue prompt was played.
Note: Interruptible was working if we use Queue to skill group and the same was not working if we use enterprise skill group
This was my script
Kindly do let me know the solution for this
Thanks
Srinivasan

David,
Thanks for reply, yes every thing was working as expected. Only interrupting was not working and also queue music was playing only one time.After queue music played the call get disconnected
If i use queue to skill group with the same scenario it was working, pls tell me why the same was not working if i use enterprise skill group..kindly find the below screen shot which is working if i use queue to skill group
Srini...

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

Peripheral vs Enterprise skill targets

Hi all,
Will I have the Enterprise Service and Enterprise Skill Group reports if my ICM routing is based on Peripheral Service / Skill Group?
Will I have the Peripheral Service / Skill Group reports if my ICM routing is based on Enterprise Service and Enterprise Skill Group?
I'm trying to see how to maximize the available out of box reporting.
Thanks!
-JT-

Hi G,
"Maximizing the out of box reporting" -> design and configure ICM to avoid custom report creation
Most prospect that we are working on are Avaya based customer who are familiar with interval based reporting. One example would be "Call Type Queue Interval All Fields" where it will display interval result for the 1 CT first before displaying the next (group by CT then datetime). The intent is to show all results by interval first (of all CT selected).
Based on the CUIC doc, Avaya's VDN is closely mapped to Cisco's Service. Is the following possible
a) map skill group 1,2,3,4 to service 1
b) map skill group 3,4,5,6 to service 2
c) run peripheral service report to report on service 1 and 2
Thanks!
-JT-

Query Skill Group - Translation Route mapping from Routing Script

Hi,
Is there a way we can query against the individual routing scripts and extract the PSG-TR mapping?
In ICM we can map any particular Peripheral Skill Group (PSG) to a specific Translation Route (TR) defined on the same Peripheral Gateway through ICM routing scripts.
The PSG and TR are both configured through ICM configuration manager and the details are stored in the ICM DB which can be queried against.
However the mapping between the PSG and TR is done through a routing script using Script Editor.
We would like to make an SQL query where we can see PSGs associated to a Translation route on Routing Scripts.
Product: Unified Contact Center Enterprise (UCCE)
Version: 8.5(4)

Hi Gergely - how would you then query this data if you required it? Is there a way to map the PSGs to the Translation routes they are associated to?
Thanks!

Routing according to Organizational groups

Hi all,
In the current process which I am building, I have just one role. The role has just three activities.
But the routing is based on groups and sub-groups and on call type and sub call type. For example:-
If role is Support Center
If groups are Lan Services, Database Admin, Network Services.
If sub groups are Lan Services - Data, Network Services- Data, Network Services - Voice.
And if the call type and sub-call type is Connectivity and Access VPN respectively, then I should be able to route to the sub group Network Services-Data.
Can this be done using Organizational Groups and having only one role defined?
All groups and sub-groups perform the same task.
Can this be done?

No Sujay, please read my question again - I've not assigned any ringtone directly to the contact.
I have a contact that is a member of TWO groups. each of the groups have been assigned a different ringtone. ...... So which ringtine will be played when that contact calls in?
Or are you saying that both the ringtones for the 2 groups will be IGNORED and instead the default ringtone will be played?
There ought to be laws out there on the use of the term 'smartphone'

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.
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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.

Queue to Skill Group node Failure

Queue to Skill Group node failing on load and sometimes witout load
Router Log Viewer
3/28/2013 1:04:07 PM          Call route request from routing client CVP_PG_1G (ID 5015) with unknown DN of 7771111000.
3/28/2013 1:04:08 PM          Call route request from routing client CVP_PG_1G (ID 5015) with unknown DN of 7771111000.
3/28/2013 1:04:12 PM          Call route request from routing client CVP_PG_1G (ID 5015) with unknown DN of 7771111000.
3/28/2013 1:04:12 PM          Call route request from routing client CVP_PG_1G (ID 5015) with unknown DN of 7771111000.
3/28/2013 1:04:14 PM          Call route request from routing client CVP_PG_1G (ID 5015) with unknown DN of 7771111000.
rtrtest logs
:40:29:245 ra-rtr Trace: (29437 29438 12329 : 0 0) CallEventReport: CID=(150565,47621458),Event=DISCONNECT, DlgEnds=1, FromVRU=0, CallState=2, Cause=NORMAL
16:40:29:245 ra-rtr Trace: (29437 29438 12329 : 0 0) Dialog received event report 6 from NIC during RunScript.
16:40:29:245 ra-rtr Trace: (29437 29438 12329 : 0 0) Canceling queuing for CID=(150565,47621458)
16:40:29:245 ra-rtr Trace: (29437 29438 12329 : 0 0) Unqueuing Call CID=(150565,47621458) for SkillGroup CUCM_PG_1.Cisco_Voice.SMDSkill, pos=14
16:40:29:246 ra-rtr Trace: (29437 29438 12329 : 0 0) Dialog sending VRUQueueEvent to VRU (4)
16:40:29:252 ra-rtr Trace: (29437 29438 12329 : 0 0) Dialog handling script resp
16:40:29:252 ra-rtr Trace: (29437 29438 12329 : 0 0) CallEventReport: CID=(150565,47621458),Event=DISCONNECT, DlgEnds=1, FromVRU=0, CallState=22, Cause=INVALID_CAUSE
16:40:29:252 ra-rtr Trace: (29437 29438 12329 : 0 0) Dialog (callstate:22) received event(6)(Call disconnected. (Event has dialog end set.))
16:40:29:252 ra-rtr Trace: (29437 29438 12329 : 0 0) Dialog resuming (Call disconnected. (Event has dialog end set.)) status (3)
16:40:29:252 ra-rtr Trace: (29437 29438 12329 : 0 0) Dialog aborted and was deleted.
16:40:29:252 ra-rtr Trace: (29437 29438 12329 : 0 0) Dialog sending release call to VRU
16:40:29:252 ra-rtr Trace: (29437 29438 12329 : 0 0) Deleting Dialog.
16:40:29:252 ra-rtr Trace: For message (9) from routing client CVP_PG_1F (ID 5014) could not find dialog id (29438).
16:40:29:254 ra-rtr Trace: Received dialog fail for unknown dialog(29438) from PG.
CVp VRU PIM logs
Line 15925: 16:46:11:090 PG1A-pim7 Trace: DIALOGUE::NoSuchRouterDIDError:DIALOG_FAIL RCID=5014 PID=5000 FailureType=2 NumOfEvents=1 DID=29677 DIDRelSeqNo=-1 ReasonCode=1
Line 15946: 16:46:19:533 PG1A-pim7 Trace: DIALOGUE::NoSuchRouterDIDError:DIALOG_FAIL RCID=5014 PID=5000 FailureType=2 NumOfEvents=1 DID=29695 DIDRelSeqNo=-1 ReasonCode=1
Line 15958: 16:46:20:690 PG1A-pim7 Trace: DIALOGUE::NoSuchRouterDIDError:DIALOG_FAIL RCID=5014 PID=5000 FailureType=2 NumOfEvents=1 DID=29584 DIDRelSeqNo=-1 ReasonCode=1
Line 15960: 16:46:20:691 PG1A-pim7 Trace: DIALOGUE::NoSuchRouterDIDError:DIALOG_FAIL RCID=5014 PID=5000 FailureType=2 NumOfEvents=1 DID=29584 DIDRelSeqNo=-1 ReasonCode=1
Trying on Simple Script now:
Ideas and response appreciated. Thanks.

What ivr type is being used. It seems the call correlation is failing when the number ends 0 check either your translation routes or that you correlation I'd does not start as 0 as this will cause calls to fail
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Team Skill Group Association

Hello:
I am looking for a point in the right direction with a configuration change. The layout is this, UCCE 8.0(AWHDSDDS/PROGGER) with IP/IVR as a queueing source. They have a CTIOS server running on the PG that's running CAD/CSD. My question is this, I created a new Skill Group in ICM, associated agents amended both the IVR Script and ICM Script. Functionally everything is fine. I just need to find out where I would go to associate this newly created Skill Group to the respective Team that it belongs to. This way when you look under team in CSD, you see the new SG in there.
Thanks in advance for the assistance,
Sean

Hi Sean,
it does not work that way, unfortunately. You assign agent profiles, not skill groups, to teams.
An agent may belong to zero or more skill groups.
An agent may also belong to zero or one team.
Skill groups are groups used when making call routing decisions.
Teams are provided to group agents using a different aspect.
For instance, you may have a skill group named "Support" and "Sales", but you also want to group agents by their geographic location - you can use teams for that.
To sum it up, if you want anything to appear in the context of an agent team, you will have to assign agents to a team.
G.

Transfer to second skill group

We are using IPCC 7.1 with CVP 3.1 And CCM 4.2.3,we have Two skill group the first one is to receive calls from customers some times the agents of this skill group need to transfer the call to the second skill group. when the agent of the first skill group transfer the call to the second skill group the caller ID that appeared in the IP PHONE of the second skill grpup is the Extension number is there any way to let the caller ID( customer number) appear rather than extension.

Yes.
When the type 5 and type 7 combination is used for incoming calls from the PSTN, warm transfers (CUCM originated calls) must be handled by a completely separate CVP - created as a Type 2 NVRU. This is a right royal pain - but was the only way. Furthermore, translation routes must be used to get the call across to this routing client so that call attached data is transferred. Finally, it is CVP which then actually queues the call. A transfer call that has to queue for an agent is now being queued on CVP - not on the gateway.
This is documented in the Cisco Guide - but it's not well written.
I have had to configure it that way (originally ICM 6.x and CVP 3.0) - and that site has recently been upgraded and no longer needs the Type 2s. It was working that way for close to 4 years though.
I strongly suggest you upgrade to CVP 4 and change the ICM configuration to use the Type 10 - you have ICM 7.x so you are OK there. Then you don't need the separate CVP Type 2, and the warm transfer can be pushed to a gateway. In CVP 8.x the call can be pushed to the RIGHT gateway.
But if you cannot upgrade CVP, you need to do it correctly - means a couple more machines and a lot of work.
CVP is a moving target and it's a lot easier to work with now.
Regards,
Geoff

Cisco ICM CMS intergartion to check skill group status

Hi,
We are trying integrate Cisco ICM (8.5.6)with Avaya CMS.
The goal is to check agents stats in skill group configured in Avaya and queue call to VDN.
I am following Avaya-ICM integration guide and trying to build best formula for this.
Please let me know if anyone has done this before.
Thank You!

I could see and monitor the Avaya agents from PG PIM and were able route calls also.
I am using following formula to calculate EWT,
ValidValue(((SkillGroup.SY1_CMC_Tech_01.RouterCallsQNow+1)*(ValidValue(SkillGroup.SY1_CMC_Tech_01.AvgHandledCallsTimeTo5,50))/max(SkillGroup.SY1_CMC_Tech_01.Ready,(SkillGroup.SY1_CMC_Tech_01.TalkingIn+SkillGroup.SY1_CMC_Tech_01.TalkingOut+SkillGroup.SY1_CMC_Tech_01.TalkingOther))),100)
I used set variable to write the value in DB.With 4 agents logged in and talking and 4 calls in queue,I am getting 16.XX as EWT time.
The business requirement is 180 seconds of EWT and if not then route the calls to different destination.This formula is working but LAB has some limitation of number we can log in.
Any help in approach to test this formula will be appreciated.Thanks!

UCCE - Default Skill Group Clarification

Looking for clarification on which stats track against an agent's default skill group - ucce 9.1. Specifically, in which circumstances would calls offered/answered be incremented against the default skill group?
The scenario is an agent with 2 lines - 1 DID and one not. The agent states that he logs in using the non-DID line and that no calls were placed/received on the DID line. Grain of salt. Occasionally, there will be a single offered and answered call on a skillgroup report against the default skill group -- and not just for this one agent -- it's happened with a couple of agents. It's my understanding that if an agent manually places an outbound call, it'll be tracked against the default sg, but when would an inbound call hit that sg?
I've made some tests (transferred call to either line, inbound call to the DID line, etc) but haven't been able to make any test call hit the default sg. Any ideas?
thanks,
will

Will,
Offered/Handled should only occur for calls delivered by call center. The a few ways I can think of to deliver a call center call to a default skill group (without selecting the skill group):
Queue to Agent node
Select node followed by Agent node
Agent to Agent node
Label node, routed to extension that the Agent is logged into
That said, I think 1-3 are likely the only options that will increment Offered/Handled.
-Jameson

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

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.

Routing Script, Route to Enterprise Skill Group

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