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.
What would be the lookup criteria?
You need to establish an Enterprise Skill Group and an Enterprise Route using a skill group that will NEVER be removed from the agent (say by dynamic reskilling), so give it an artificial name like Q2Agent. Agents would also need to be in an overflow skill group.
You won't have to touch the script - there will be just one Queue to Agent node.
Don't queue if the agent is not logged in - overflow to a queue to skill group. Don't queue too long at the selected agent if they are logged in - again, oveflow to a queue to skill group.
You will have to manage the DB when an agent leaves, but it doesn't matter much because they won't be logged in. When a new agent arrives you will have to add an entry to the DB - but even if you don't it will be OK as the lookup willl fail and you will just queue to the overflow.
It's actually worth playing with.
Regards,
Geoff
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using System;
using System.Collections.Generic;
using System.Linq;
using System.Text;
using Microsoft.Exchange.Data.Transport;
using Microsoft.Exchange.Data.Transport.Email;
using Microsoft.Exchange.Data.Transport.Smtp;
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Link: http://tools.cisco.com/squish/92502
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Hello ,
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Cryptochecksum:5085ad55b43198c7490b2edfee450906
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