UCCX 10.6 Priority lost in callback queue

We have two inbound numbers/triggers, support and VIP. I've adjusted the script so incoming calls to the VIP number have a priority of 10 set so they're always answered first when any assigned CSQ agent becomes available. This works as expected.
We also have a callback queue, accessible from either support or VIPs CSQs after a variable amount of time. VIP calls that opt for the callback option are losing their priority. I thought priority belonged to the call, not the CSQ, so it would follow the call/session, but it doesn't.
So a 'live' VIP callback holding for 7 minutes will be answered before a 5 minute holding support call, but a VIP callback queue call 'holding' for 7 minutes will be answered after a shorter support call.
The VIP and Callback queues are two different triggers/applications, so I'm wondering if I need to retrieve the previous priority when the caller is passed to the new trigger? I couldn't find a session or caller value holding the value in the UCCX Editor if so. Or, can I look at the assigned CSQ name and reset the priority again?
Would it be as straightforward as
If (CSQ = "csq_name")
True
... set priority
False
... do nothing
Thank you!

Hi
The priority, the CSQ variable, and all other elements of a call are part of the 'call context'. They are local to each call, so are not shared between calls.
That extends to separate calls from the same caller.
So if the original call, and the 'callback' call (by which I assume you mean a call that is made from the script dealing with the original call to a new instance of a script that ghost queues to an agent and then calls the caller back) are seen as two separate calls then they will not keep any info - that includes the CSQ var from the original script.
One way to deal with this would be to have two callback scripts, and send calls from VIPs to the CB script that sets Pri=10, leaving the normal support one at default.
Another way would be to signal between the original script and the CB script the priority by pushing accross some DTMF.
If your callback implementation is not what I've imagined there may be more ways...
Aaron

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Hi, Friends,
I have a set of Job (see below) objects.
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public class Job {
private short _priorityLevel = 0;
public void setPriorityLevel(short priorityLevel) {
this._priorityLevel = priorityLevel;
public short getPriorityLevel() {
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Hi,
Here is my test code, it works:
public class Job implements Comparable{
private int _priorityLevel=0;
private String _jobDescription=null;
public Job() {
public void setPriorityLevel(int priorityLevel) {
this._priorityLevel=priorityLevel;
public int getPriorityLevel() {
return this._priorityLevel;
public void setJobDescription(String jobDescription) {
this._jobDescription=jobDescription;
public String getJobDescription() {
return this._jobDescription;
public int compareTo(Object obj) {
return (this._priorityLevel-((Job)obj)._priorityLevel);
import java.util.LinkedList;
import java.util.Iterator;
import java.util.Collections;
import java.util.Collection;
public class test {
public test() {
public static void main(String[] args) {
Job job1 = new Job();
job1.setJobDescription("Job1");
job1.setPriorityLevel(2);
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job2.setJobDescription("Job2");
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linkedList.addLast(job2);
linkedList.addLast(job4);
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Collections.sort(linkedList);
ite=linkedList.iterator();
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System.out.println(((Job)ite.next()).getJobDescription());
System.out.println("---------");
linkedList.addLast(job3);
ite=linkedList.iterator();
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System.out.println(((Job)ite.next()).getJobDescription());
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ite=linkedList.iterator();
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3. JTA Timeout in weblogic server is 3000 seconds.
This is very urgent , Kindly help with any input / suggestion you have ASAP. Thanks.
Regards,
Sridhar.
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Any Updates ?

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Team_Support
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CSQ C
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Will this be set under select Resource:
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OK, my suggestion is:
It will be necessary add a new procedure at the process.
Create a new procedure and:
1) at 1º step:
Target Tab
Technology: javascript
code:
<@String vSS="";@>
2) 2º step
Source Tab:
Exact the same query, technology and Logical Schema as where the problem happens.
Target tab
Technology: javascript
code:
<@vSS+=" select 'OdiStartScen -SCEN_NAME=TESTPARALLEL -SCEN_VERSION=001 -SYNC_MODE=2 -GLOBAL.HOST=#p_host -GLOBAL.LAST_DATE=#p_last_date' as vComm from dual union";@>
*** VERY IMPORTANT: do not let any return carriage at the above command... probably it will appear into two lines at you screen but be sure that there is no return carriage character. I mean, the 2 lines are just because it can not be showed at just one.
3) 3º step
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code:
<@vSS=vSS.substring(0,vSS.length()-5);@>
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at the step where the select was done change the code to:
Source tab --> keep all but the code:
New code:
<@=vSS@>
Target tab --> keep all but the code:
New code:
#vComm
I believe that will solve the problem... I converted the parameters to strings then they do not need to exist as parameter at a new agent (balance)
obs.: Must be done in 2 procedures, because a javascript limitation.
Make any sense?
Please, try it and let me now... As I wrote the code with no ODI maybe could have some typed mistake, if you get any error let me now. (You can address me by my email at profile)
Edited by: Cezar Santos on 04/12/2008 16:52

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I have this scenario and am looking for input on how to approach this.
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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.

Multiple Priority Queues?

All,
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policy-map foo
class EF
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Mark call as callback in Cisco UCCX outbound

Hi,
I am using Cisco UCCX 10.0. I configured outbound system in uccx and calls are offering to agents.
Anybody please help how a call can be marked as callback in uccx.
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Anybody please help how a call can be marked as callback in uccx.
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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?

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I have following config for Qos.
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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)
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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
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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.
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Regards, Martin

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