UCCE 9.x - Queue Priority in scripts

Hi all,
I have a question regarding the Queue Priority in scripts. We have a request from a customer that they want to use this. After some testing, I found out this is working like a baby, so no worries on that.
My real question is, that I've heard something about a "starve to death" scenario's and that Cisco has some way of working around that. Does anyone know about this, or at least heard something about this?
If so, can someone explain how this works and to some extend how I can verify this?
Any help is appreciated.
Thanks.
Mark.

Hi Chintan,
thanks for your response.
So, the question is as follows:
If I have 2 customers, all go to 1 agent. Say Cust1 and Cust2. Cust1 has a higher priority than Cust2 and is thus handled more quickly because of that (set via the QueueToSkillGoup Priority).
So, Cust2 calls in, but we have loads of Cust1 calls. That would mean that Cust2 calls would not be answered, due to the priority.
Is there a mecanism that will prevent that call (for Cust2), to die off in the system (max nodes). So that after x time, after x calls, or any other trigger, despite the priority for Cust1, a call of Cust2 will be offered?
Hope this explains.

Similar Messages

Queue priority ICM Script editor 8.5

HI,
Can some please let me know about Queue priority node wth example?
ICM Script editor 8.5

it changes the priority of the call in ICM, default is 5. but you can change to lower value say 4,3,2 based on customer.
i will give you 2 examples:
1. if any priority customer call in, you do DB lookup or any other thing to carried out that the customer is priority at should be treated as earliest.
so for priority customer you branch out the script and increase their queue priority by this node, and queue them to skill group, this will put them ahead from all the call with normal priority.
2. when Rona happens:
in case of customer is assigned an agent, and agent does not pick the call, RNA happens, and CVP will take back the call from agent and request requery to ICM.
in re query request you can increase the priority of the call take it ahead from all the normal priority call.
this will reduce customer to once again wait in queue.
~ Chintan
rate all helpful posts

Agent queue priority

Hi All!
I'm trying to setup the agent queue priority for agents that are in several queues. Example below. The list is the order they should get calls reguardless of hold time. our version is 7.0.1
Agent A
internal (10)
ETF (8)
Service (7)
Agent B
ETF (10)
Agent C
internal (10)
ETF(8)
Service (7)

What you are asking for would not be possible with the Priority feature, simply because you have too many CSQ's and groups of Agents to work with. Priorities are only effective with a single group of Agents and no more than two CSQ's.
E.g., Support Agents need to handle VIP callers before regular callers, and you have a VIP CSQ and a regular CSQ.
The system is hard coded to work in a First In First Out (FIFO) order, and you cannot change that. The oldest Contact, within each priority, is the next Contact in line to be delivered to an Agent.
You would even need to be careful using priorites, such that you don't inadvertently starve the regular CSQ, for time periods when there is a steady stream of VIP callers.
E.g., Anthony calls in and he's a regular user. John calls in after Anthony but is a VIP so he is bumped to the front of the line. While Anthony waits, Dan calls in an is also a VIP and bumps to the front. Anthony continues to wait and now Fred calls in an is a VIP as well. Then VIP Steve. Then VIP Carl. Etc. Anthony ends up hanging up because the wait is too long.
Anthony Holloway
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UCCE 7.5 - Queuing Across Multiple PGs

Hi guys,
I'm working with a client running UCCE 7.5 with CVP with agents across multiple PGs and are now wanting to look at having call flows with calls queuing across multiple skill groups across multiple PGs. Can I just queue to an Enterprise Skill Group with the relevant Skill Groups at each site in the Enterprise Skill Group? I've never had to queue across multiple PGs before so just wanted to clarify how I need to approach it.
Cheers,
Nathan

You don't even need to use an Enterprise Skill Group if you don't want to. You can just add the individual skill groups in the Queue node.
Also, keep agent transfers in mind when splitting calls across clusters and make sure your dial plan supports whatever transfers will be necessary.

Queues, Priority and SLOs - Some confusion

Hello all,
Please bear with me on this one, I'm currently trying to get my head around Queues and SLOs with regards to priority. My existing helpdesk software uses a lot of odd terms to describe all these items so I'm having some trouble while setting up SCSM
2012.
Some background; we don't use tiers of helpdesk but rather departments (Desktop, server, infrastructure etc) so any job comes along unassigned and anyone can pick it up and assign it to the correct department.
The question I have is that if I set a incident's priority using the urgency and impact, do I need to do an SLO for each level (1-9) of the priority and set a target and warning threshold for each?
Cheers

You will have to ask yourself some questions first.
Do you want to use all 9 priorities?
Do you want to apply an SLO to all (9) priorities? Do you really have a SLA agreement that applies to all possible incidents (and/or service requests)?
Normally you would only apply an SLO for the most critical incidents, or incidents or other requests you have a standard solution time for (like something that is (semi)-automatic.
Do you want to apply a SLO to all types of incidents (again look at available SLA agreements)
Lastly there is not much point in having SLOs if they are not respected
You can have different entry-points on the service manager portal that allows you to automatically route the request to the proper team/department/support group/whatever.
Cheers,
Anders Spælling
Senior Consultant
Blog:
Twitter: LinkedIn:
Please remember to 'Propose as answer' if you find a reply helpful

Remove novell netware queue printers with script?

I can't get any script to run (wmi) that will remove a queue based printer
from a workstation. What I want to do is roll out ndps with the auto
install of the drivers and have zenworks or the login script have the
workstation run a script that will wack all their queue based printers.
I have tried the CSCRIPT PRNMNGR.VBS but that doesn't work since it gives
an error "24 Provider is not capable of the attempted operation". I have
also tried all the WMI script examples and they won't wack the printers
from the workstation either.
We are running Windows 2000.
Thanks for any help.

I answered my own question. This utility does it:
http://www.novell.com/coolsolutions/tools/14416.html
> I can't get any script to run (wmi) that will remove a queue based printer
> from a workstation. What I want to do is roll out ndps with the auto
> install of the drivers and have zenworks or the login script have the
> workstation run a script that will wack all their queue based printers.
>
> I have tried the CSCRIPT PRNMNGR.VBS but that doesn't work since it gives
> an error "24 Provider is not capable of the attempted operation". I have
> also tried all the WMI script examples and they won't wack the printers
> from the workstation either.
>
> We are running Windows 2000.
>
> Thanks for any help.

Queue Priority

hi,
we sent different messages from r/3-system to xi.
is it possible to assign a priority for each queue, so that a message1 (=queue1) will be send later as a message2 (queue2)???
Thanks for your help.
Regards
Stefan

Hi Stefan,
Take a look at these..
Queue Prioritization with BPM
How to set Priority of JMS message in the Receiver adapter
cheers,
Prashanth

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

AE appends my filename when setting up a render queue output filename via scripting

I wrote a script that imports quicktimes and creates comps from them and adds them to the render queue. I'm running into an issue where files with certain names get appended when adding them to the queue. I believe it has something to do with the "." in the name. For example a quicktime named "filename_v25.140504.mov" is used to create a comp named "filename_v25.140504_test_01". This comp is then add to the render queue using the script below.
var myRQItem = proj.renderQueue.items.add(renderComp);
var myFile = new File(renderLocation.toString() + "/" + renderComp.name);
myRQItem.outputModules[1].file = myFile;
The filename it becomes "filename_v25.mov". It appears to be stripping everything after the last ".". This becomes a problem when I have several comps with names like: "filename_v25.140504_test_01", "filename_v25.140504_test_02", "filename_v25.140504_test_03" etc... since they all get added as "filename_v25.mov".
Has anyone ran into this issue? Any solutions? Thanks!
BTW I'm using CC on a mac running 10.9

I haven't run into that particular issue, but what code are you using to create the comp based on the QuickTime file? Can you replace the "." with a "_" when the comp is created? If you can get ahold of the file name as a string, you could split it on the "." character then join the returned array with the "_" character.
--Arie

Priority queue out handling.

We're testing the reference system shown in the figure below.
System Description
Four 2960 switches are used for transport;
Equipment 1 and Equipment 2 exchange packets for synchronization;
To reach synchronization Equipment 1 and 2 must exchange data with a very low jitter.
2960 Configuration details
Four our test puprose, we're using 100Mbit/s ports (22 and 23) as trunk.
In order to obtain minimum jitter We performed these configurations:
We Enabled QoS;
We Marked Synchronization packets with CoS 7 and DSCP 63;
We marked other kind of traffic inserted in different ports) with CoS 0;
We set "trust DSCP" on trunk ports;
On the trunk ports we mapped traffic with CoS 7/DSCP 63 (and only this) on output queue 1;
We enabled the expedite queue (priority-queue out).
Question
With these settings we aim at forcing our synchronization packtes to precede other kind of traffic and go from Equipment 1 to Equipment 2 with minimum jitter.
Unfortunately we experienced high jitter when both synchronization packets and other traffic are sent through the systems.
What is wrong in our assumptions or configurations?
What is the real behaviour of the expedit queue?

Seems the right config.
This is the my configuration and it works well:
#global level
mls qos srr-queue input priority-queue 2 bandwidth 20
mls qos srr-queue input cos-map queue 1 threshold 3 0 1 2 3 4
mls qos srr-queue input cos-map queue 2 threshold 3 5 6 7
mls qos srr-queue output cos-map queue 1 threshold 3 5 6 7
mls qos srr-queue output cos-map queue 2 threshold 3 4
mls qos srr-queue output cos-map queue 3 threshold 3 2 3
mls qos srr-queue output cos-map queue 4 threshold 3 0 1
mls qos
#port level
mls qos trust dscp
priority-queue out
What is your IOS version?
Can you use the 2960 Gigabit port?
Regards.

UCCX Script Replacement with Queued Calls

UCCX script question:
If there are calls queued, and the script is replaced with an edited script, will the original script maintain the queued calls, or what happens with them?

Existing calls are still following the script they arrived to, all new calls will follow the updated script.

Qos using priority queue drops

I have following config for Qos.
Basically Access-list match the voip/signalling traffic & put that in High queue. I am trying to figure without hight utilization why I am seeing output drops in high queue.
7206#sh int s5/1/5:0
Serial5/1/5:0 is up, line protocol is up
Hardware is PA-MC-2T3+
Description: T1
Internet address is 172.17.133.105/30
MTU 1500 bytes, BW 1536 Kbit, DLY 20000 usec,
reliability 255/255, txload 24/255, rxload 23/255
Encapsulation HDLC, crc 16, loopback not set
Keepalive set (10 sec)
Last input 00:00:06, output 00:00:00, output hang never
Last clearing of "show interface" counters 01:58:03
Input queue: 0/75/0/0 (size/max/drops/flushes); Total output drops: 1800
Queueing strategy: priority-list 4
Output queue (queue priority: size/max/drops):
high: 0/20/1764, medium: 0/20/0, normal: 0/15/36, low: 0/15/0
5 minute input rate 143000 bits/sec, 82 packets/sec
5 minute output rate 145000 bits/sec, 83 packets/sec
734269 packets input, 148368640 bytes, 0 no buffer
Received 708 broadcasts, 0 runts, 0 giants, 0 throttles
0 input errors, 0 CRC, 0 frame, 0 overrun, 0 ignored, 0 abort
734855 packets output, 148838576 bytes, 0 underruns
0 output errors, 0 collisions, 0 interface resets
0 output buffer failures, 0 output buffers swapped out
0 carrier transitions no alarm present
Timeslot(s) Used: 1-24, subrate: 1536Kb/s, transmit delay is 0 flags
non-inverted data
==============================================================================
7200#sh run int s2/1/5:0
Building configuration...
Current configuration : 254 bytes
interface Serial2/1/5:0
description T1
ip address x.x.x.x
no ip redirects
no ip unreachables
no ip proxy-arp
no snmp trap link-status
priority-group 4
no cdp enable
end
====================================================================================
Define access-list to match voice/signalling traffic
access-list 140 permit udp any any range 1024 1151
access-list 140 permit udp any any range 16384 32767
access-list 140 permit udp any any eq 2427
access-list 140 permit udp any any eq 2429
access-list 140 permit udp any any eq 5060
priority-list 4 protocol ip high list 140
priority-list 4 queue-limit 20 20 15 15

Hi,
your queue limit is 20 packets. This can explain the behaviour. If there are 20 packets in the queueing system waiting to be serviced any newly arriving packet will be dropped.
Basically you can have drops in any queue in any queueing system if there is a permanent overload situation. There is no magic trick, if you f.e. permanently send 2 Mbps voip towards a T1. There will be drops.
QoS does not create resources, it just distributes them among your important traffic classes.
Besides this I also would suggest you to use class based queueing based on Modular QoS CLI (MQC). It is more flexible and precise than the old legacy methods like priority queueing, which you are using. On the other hand, if this is sufficient for you, why not.
Regards, Martin

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.
thanks
Pranav

EEM and TcL Script to Disable Inactive Ports

I've browsed around to the other support strings to make sure I didn't miss anything, but I can't seem to get this to work. I have the latest sl_suspend_ports.tcl and tm_suspend_ports.tcl created by Joseph Clarke from strings that verified they worked as planned.   Here are the commands I issued to register the scripts -
Directory of flash:/policies/
    9 -rwx        3101   May 3 2013 07:58:03 +00:00 sl_suspend_ports.tcl
   10 -rwx        4669   May 3 2013 07:58:44 +00:00 tm_suspend_ports.tcl
conf t
event manager directory user policy flash:/policies
event manager policy sl_suspend_ports.tcl
event manager environment suspend_ports_days 1
event manager environment suspend_ports_config flash:/susp_ports.dat
event manager policy tm_suspend_ports.tcl
#show run | inc event manager environment
event manager environment suspend_ports_days 1
event manager environment suspend_ports_config flash:/susp_ports.dat
It doesn't appear to work though. Essentially, we have a need to make sure all computers are always on and all ports not active for >24 hours to be shutdown and moved to a designated vlan (I added the 'lappend' statement to the script to specify the additional command of assigning the vlan)
I'm running 12.2(55)SE7 on Catalyst 3560s and 3750s
Is there a way to manually run the script? Did I miss anything in the configuration?
Thanks for your help!
Chris

SUCCESS! AWESOME!
I added one more line to the lappend statements to add a description with the time stamp, here's what happened -
Port      Name               Status       Vlan       Duplex Speed Type
Fa0/2     Disable by Inactiv disabled     666          auto   auto 10/100BaseTX
Fa0/3     Disable by Inactiv disabled     666          auto   auto 10/100BaseTX
Fa0/4     Disable by Inactiv disabled     666          auto   auto 10/100BaseTX
Fa0/5     Disable by Inactiv disabled     666          auto   auto 10/100BaseTX
Fa0/6     Disable by Inactiv disabled     666          auto   auto 10/100BaseTX
Fa0/7     Disable by Inactiv disabled     666          auto   auto 10/100BaseTX
Fa0/8     Disable by Inactiv disabled     666          auto   auto 10/100BaseTX
Fa0/9     Disable by Inactiv disabled     666          auto   auto 10/100BaseTX
Fa0/10    Disable by Inactiv disabled     666          auto   auto 10/100BaseTX
#sh run int fa0/2
Building configuration...
Current configuration : 408 bytes
interface FastEthernet0/2
description Disable by Inactivity Script last used on Tue May 14 04:32:10 ZULU 2013
switchport access vlan 666
shutdown
end
So to recap for any future folks that stumble upon this thread and want to use this method.
1. Create a TACACS service account or use a TACACS/RADIUS account that has a high enough privilege to edit the config.
2. Create a "policies" directory on flash and copy the attached scripts to it.
3. Register the scripts using the following commands -
#conf t
(config)#event manager directory user policy flash:/policies
(config)#event manager policy sl_suspend_ports.tcl
(config)#event manager environment suspend_ports_days 1 "<--Or the number of days inactive you choose"
(config)#event manager environment suspend_ports_config flash:/susp_ports.dat
(config)#event manager policy tm_suspend_ports.tcl
(config)#event manager session cli username "svc.eemscript" "<---The account you created to run in step 1"
The output of "show event manager policy registered" should then show the following -
#show event manager policy registered
No. Class     Type    Event Type          Trap Time Registered           Secu Name
1    script    user    syslog              Off   Fri May 3 10:20:26 2013   2048 sl_suspend_ports.tcl
pattern {LINEPROTO-5-UPDOWN}
nice 0 queue-priority normal maxrun 600.000 scheduler rp_primary
2    script    user    timer cron          Off   Tue May 14 05:25:42 2013 2048 tm_suspend_ports.tcl
cron entry {0 0 * * *}
nice 0 queue-priority normal maxrun 600.000 scheduler rp_primary
NOTE: On lines 140-145 of the tm_suspend_ports.tcl file, you can edit the commands you want the script to execute to your liking. I have it adding a description as seen in the above output and moving to an isolated non-routable VLAN of my network.
Thanks Joe Clarke for the awesome script and assistance in getting it running!

Script Active Even Though Unregistered

Hello Community,
I have situation where a script called netc.tcl is active but doesn't actually exists i.e. not registered.
MX-IPS1#show even manager policy active
Key: p - Priority        :L - Low, H - High, N - Normal, Z - Last
     s - Scheduling node :A - Active, S - Standby
default class - 1 script event
no. job id      p s status time of event             event type          name
1    541285      N A running Tue Jul30 12:31:22 2013   none                netc.tcl
Can someone please show me how to remove it
Below is a list of scripts currently registered:
MX-IPS1#show run | inc event
event manager directory user policy "flash:/"
event manager scheduler script thread class Z number 5
event manager policy stateInterfacestatus.tcl
event manager policy utilisationHighInterfaceUtilization.tcl
event manager policy cpuHighCPUUsage.tcl
event manager policy memoryHighMemory.tcl
event manager policy configCONFCHG.tcl
event manager policy envAssetChassisIssue.tcl
event manager policy syslogOSPF.tcl
event manager policy syslogIPNAT.tcl
event manager policy syslogIOSVLAN.tcl
MX-IPS1#show eve m p r
No. Class     Type    Event Type          Trap Time Registered           Name
1    script    user    timer watchdog      Off   Sun Aug 25 18:54:37 2013 stateInterfacestatus.tcl
name {stateInterfacestatus} time 60.000
nice 1 queue-priority low maxrun 20.000 scheduler rp_primary
2    script    user    timer watchdog      Off   Sun Aug 25 18:54:37 2013 utilisationHighInterfaceUtilization.tcl
name {utilisationHighInterfaceUtilizat} time 60.000
nice 1 queue-priority low maxrun 60.000 scheduler rp_primary
3    script    user    timer watchdog      Off   Sun Aug 25 18:54:37 2013 cpuHighCPUUsage.tcl
name {cpuHighCPUUsage} time 60.000
nice 1 queue-priority low maxrun 20.000 scheduler rp_primary
4    script    user    timer watchdog      Off   Sun Aug 25 18:54:37 2013 memoryHighMemory.tcl
name {memoryHighMemory} time 60.000
nice 1 queue-priority low maxrun 20.000 scheduler rp_primary
5    script    user    syslog              Off   Sun Aug 25 18:54:37 2013 configCONFCHG.tcl
occurs 1 pattern {SYS-5-CONFIG_I.*}
nice 0 queue-priority normal maxrun 20.000 scheduler rp_primary
6    script    user    syslog              Off   Sun Aug 25 18:54:38 2013 envAssetChassisIssue.tcl
severity-warning severity-minor severity-major severity-critical severity-fatal occurs 1 pattern {ENV.*}
nice 0 queue-priority normal maxrun 60.000 scheduler rp_primary
7    script    user    syslog              Off   Sun Aug 25 18:54:38 2013 syslogOSPF.tcl
priority all pattern {OSPF}
nice 0 queue-priority normal maxrun 20.000 scheduler rp_primary
8    script    user    syslog              Off   Sun Aug 25 18:54:38 2013 syslogIPNAT.tcl
priority all pattern {IPNAT}
nice 0 queue-priority normal maxrun 20.000 scheduler rp_primary
As you can see netc.tcl isn't actually registered but still active.
Thanks in advance for your help.
Cheers

Hello all,
Thanks ever-so-much for getting to me.
I have tried clearing the script with "event manager scheduler clear all" but to no avail.
The versions are as follows:
MX-IPS1#show version
Cisco IOS Software, C181X Software (C181X-ADVIPSERVICESK9-M), Version 12.4(24)T2, RELEASE SOFTWARE (fc2)
Technical Support: http://www.cisco.com/techsupport
Copyright (c) 1986-2009 by Cisco Systems, Inc.
Compiled Tue 20-Oct-09 01:15 by prod_rel_team
ROM: System Bootstrap, Version 12.3(8r)YH6, RELEASE SOFTWARE (fc1)
MX-IPS1 uptime is 17 weeks, 6 days, 1 hour, 44 minutes
System returned to ROM by Reload Command
System restarted at 19:31:27 UTC Wed Apr 24 2013
System image file is "flash:c181x-advipservicesk9-mz.124-24.T2.bin"
This product contains cryptographic features and is subject to United
States and local country laws governing import, export, transfer and
use. Delivery of Cisco cryptographic products does not imply
third-party authority to import, export, distribute or use encryption.
Importers, exporters, distributors and users are responsible for
compliance with U.S. and local country laws. By using this product you
agree to comply with applicable laws and regulations. If you are unable
to comply with U.S. and local laws, return this product immediately.
A summary of U.S. laws governing Cisco cryptographic products may be found at:
http://www.cisco.com/wwl/export/crypto/tool/stqrg.html
If you require further assistance please contact us by sending email to
[email protected].
Cisco 1812 (MPC8500) processor (revision 0x400) with 118784K/12288K bytes of memory.
Processor board ID FCZ1101109R, with hardware revision 0000
10 FastEthernet interfaces
1 ISDN Basic Rate interface
31360K bytes of ATA CompactFlash (Read/Write)
Configuration register is 0x2102
X-IPS1#show event manager version
Embedded Event Manager Version 3.00
Component Versions:
eem: (v300_throttle)2.2.2
eem-gold: (v300_throttle)1.0.10
eem-call-home: (v300_throttle)2.0.2
Event Detectors:
Name                Version   Node        Type
appl                01.00     node0/0     RP
syslog              01.00     node0/0     RP
resource            01.00     node0/0     RP
routing             01.00     node0/0     RP
track               01.00     node0/0     RP
cli                 01.00     node0/0     RP
counter             01.00     node0/0     RP
gold                01.00     node0/0     RP
interface           01.00     node0/0     RP
ioswdsysmon         01.00     node0/0     RP
ipsla               01.00     node0/0     RP
none                01.00     node0/0     RP
nf                  01.00     node0/0     RP
oir                 01.00     node0/0     RP
snmp                01.00     node0/0     RP
snmp-notification   01.00     node0/0     RP
timer               01.00     node0/0     RP
test                01.00     node0/0     RP
config              01.00     node0/0     RP
env                 01.00     node0/0     RP
rpc                 01.00     node0/0     RP
MX-IPS1#
If you can think of any other suggestion other than reloading the router I would be truly grateful.
Regards
Carlton

UCCE 9.x - Queue Priority in scripts

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