UCCE 9.0 Precision Queue.

Guys,
           I have some experience in 8.5. Now I would like to install learn ICM 9.0. Installation I can do by reading documents. I don't know what is Precision Queue in 9.0. I have gone through SRND, I can't get what they are trying to convey. Could anyone help me understand it clearly with example? And what is the difference between Skill Group, Queue to Skill Group, Precision Queue? 
Thanx in advance!!
Regards,
Saravana.

In addition sign up for CiscoLive 365 where you can download Cisco Live sessions, many of which recently had nice PQ topics.
Chris

Similar Messages

  • CCE Admin Page issues while creating Precision Queue

    Hi,
    I am using CCE administration page to create attributes and precision queue's. I have no issues creating Attributes and assign them to an agent.
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    I am using UCCE v 9.0.4

    Thanks Dave... That fixes
    On side A - i get the error while creating attribute as, Is this any bug too?
     Error occurred
    Cannot connect to the back-end system; make sure the distributor, logger and router services are running.

  • Precision Queue Interval All Fields report can only produce 14 days historical data

    Hi All,
    I have PCCE 9.0.4. It only had internal database. There is no external database for HDS.
    I configured Precision Queue for incoming call agents. When I produce report using "Precision Queue Interval All Fields (PQIAF)" provided by Cisco Stock Report, I can only find 14 days historical data.  Referring to PCCE Product Specification doc, internal logger should provide 400 days historical data for PQIAF report.
    When I open the report definition, PQIAF is pointing to 3 tables: Router_Queue_Interval, Skill_Group_Interval and Precision_Queue. I found the Router_Queue_Interval only stored 14 days data. Is it normal?
    Have anyone found the same problem when PCCE only used internal database?
    Please advise,
    Heribertus

    The logger database for Enterprise only holds 14 days by default. As part of the PCCE install you should have edited the retention period to 400 days. It looks like you missed changing the Router_Queue_Interval table to 400 days.
    You need to edit the logger setup. See this link for setting the retention period
    http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_901/installation/guide/PCCE_BK_IBC40C6F_00_installing-and-configuring-pcce/PCCE_BK_ICC40C6F_00_installing-and-configuring-pcce_chapter_0111.html#PCCE_TK_L33657A9_00
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  • UCCE Custom Routing Using Queue To Agent

    I have a customer interested in performing their own agent selection using a database lookup rather than selecting agents based upon skill group assignment. The suggestion has been made to perform the database lookup and use the queue to agent node. This would be used in a mid-sized environment, several thousand agents, and the there could possibly be hundreds of agents listed in the queue to agent node for a particular call. Has anyone had any experience on using queue to agent in this manner? I'm curious if pushing the queue to agent functionality beyond it's intended purpose would cause issues.

    Queue to agent indirect with a DB lookup is workable - the result of the lookup must be their agent ID.
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  • UCC Enterprise - Position in Queue

    Anyone come up with a creative way to do this in Enterprise? (Its obviously simple in Express).
    I can tell the customer what their position in queue is when they initially get into the queue but if I need to speak it again, I can't come up with a way to do it.

    if you are queuing all callers at same priority- enter customer position in call variable and play it during queue.
    But i am sure you will have multiple priorities. this is little difficult solution , but thats what i came up with in 5 min. Make a globle variable for each queue priority. When counting the current position in queue also look for number of calls currently queued for lower priority queues add it to current position and you get your number.
    Let me know if i am making sense at all.
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  • UCCE 9.0.1 CCE Admin Page not working

    I have UCCE 9.0.1 and everything works fine except the cce web admin page. I manage to configure attributes and precision queues using cce admin page. But when I am trying to assign the attributes to an agent by clicking agent name, the page freeze by showing the "loading.... "  message.
    Anyone know how to resolve this .

    There is a known bug on PCCE and UCCE when using the cceadmin page and having it timeout.
    Please find in the following readme bug number CSCue95184.
    (http://www.cisco.com/web/software/280840583/103560/Release_Document_1.html)
    To resolve this issue you will need to apply ICM9.0.3_ES3 or later update.
    (http://software.cisco.com/download/special/release.html?config=5ee578cbacd86d9ff938f48c3034e5a3)
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    Yesterday installed 9.0.4 version - problem resolved.

  • UCCE Skill_Group_Interval.RouterError causes

    The db schema indicates this for RouterError on the Skill_Group_Interval table:
    The number of calls that resulted in an error condition in the reporting interval. This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups.
    Note   
    For precision queue skill groups, this value counts the number of calls resulting in an error condition after the calls are routed to an agent desktop.
    How would I actually determine the root cause of RouterErrors?
    thanks,
    will

    Thanks Allen! So 448 means that the caller hung up?
    EMSG_RTR_MSG_DIALOG_ABORTED: MessageID=0x01C0 RouterErrorCode=448
    Message
    Dialog (%1) aborted and was deleted.
    Description
    This is not a routing error. The customer leg disconnected for the call at the routing client.
    Action
    None

  • Finesse CUIC Gadget hanging: "Requesting report execution..."

    My company is getting ready to deploy Cisco UCCE 10.5 with Finesse 10.5(1). From what we have heard through Cisco partners, IE is not the preferred browser to use with Finesse.
    One of our business requirements for Finesse is to have a dashboard displayed with Precision Queue statistics to which the agent does not necessarily belong. We plan on doing this using a CUIC dashboard with the CUIC gadget on the agent desktop. However, in Firefox and Chrome, the CUIC gadget gets stuck with a message that says, "Requesting report execution..."
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    Rui

  • Duplex PG deployment query

    Dear Experts, 
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    CUCM version 8.5
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    Shalid K.C

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  • Packaged CCE unable to force Agent into RONA

    I'm running PCCE 10.0 platform and I'm running into the problem of forcing the reserved Agent into Not-Ready after four to six rings.
    I've entered the RONA routines in my script after the call enters the Precision Queue. After about 60 seconds of ring cycle to the reserved agent the agent is finally forced into Not-Ready and the call is re-routed back into queue.
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    All my document I've been trained on is for UCCE.
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    1. you have to set RNA in agent desk setting configuration for agent (keep RONA DN to none if you are using CVP)
    2. As David said, set the RNA time in CVP call server under SIP configuration for agent Extension patterns (this will enforce SIP timer to expire at given time and CVP can take back the call from Agent and submit re-query to ICM)
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    because PG has to mark Agent not ready before CVP takes the call back from Agent Device.
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  • Scheduled Report in CUIC Dashboard

    Hi,
    I'm trying to schedule a report to run in a dashboard to use as a wallboard.  I have created a schedule to run every 5 mins and a report from Precision Queue Historic report.
    The dashboard creates fine and populates the data OK fist up but does not update the screen automatically using IE or Chrome.   If I do a refresh it does update.  Other real time reports in the same Window update OK.
    The schedule does run OK based on the summary of the schedule.
    Has anyone managed to create a dashboard that can auto refresh using historic data?
    Cheers, Dave

    I see that as well on my dashboards - there's an 'auto refresh' check box, but it never actually refreshes automatically.

  • Dynamic Call types

    Hi!
    I am writing a script where we are trying to use dynamic call types based on the inputs from a database look up.  Basically the call is comes into the script and a database lookup is done on the AW to determine which call type is used.  Later on we use a menu script and change the call type.  Once the system has allocated a precision queue we need to collect some queue stats.  How do we do this?  The format for collecting a stats is PQ.<preciscion queue name>.CallsInQ.  How du you replace the precision queue name with a variable that is then evalutated. 
    Peter                  

    Your best best is to keep the call type name in a PV, then just do PV.CallsinQ.
    david

  • ICM script formula for busy hour

    Hi all,
    I'm trying to find what is the best/most accurate statistic which is available in ICM script editor to determine the peak & non-peak hours. Based on this info, I want to point to a different precision queue
    a) Number of calls in queue a specific PQ?
    b) Number of available / busy agents in a specific PQ?
    Any other recommendation?
    Thanks!
    -JT-

    Hi G,
    The peak & non peak hours differs based on call type rather than being similar overall. Different call treatment is applied during these periods
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    b) High peak - less conditions, steps & shorter waiting time within PQ
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    b) dynamically determine high/low based on call statistics in the ICM script - less maintenance
    Thanks!
    -JT-

  • CVP to Unity Mailbox issue.

    Hi,
    I am having a problem with calls going to the correct voice mailbox after coming from CVP when the call originates on a CTI RP.
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    The above call flow works correctly and the call goes to the correct Voice mailbox. If I do same and it is an internal call with the caller dialling a CTI Route point the call ends up at unity but is not associated to the correct Voice mailbox. 
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    Bruce

    I mean in unity connection Advanced --> Conversation section enable option Use Last (Rather than First) Redirecting Number for Routing INCOMINGCall 

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    Hi Experts,
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    Am i right to say, if user does the above manually, all the changes to the standard fields will be captured in delta?
    How can I know for sure?
    regards

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    Hope it helps!
    Bye,
    Roberto

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