UCCX 7.X ENH 2 CSQ

I need to call CSQ 1, then if no agents are available for 1 minute escalate it to CSQ 2 but I still need it to be able to be answered by someone in CSQ 1. Basicall if CSQ1 is allbusy send to CSQ1 and CSQ 2. I have it working by using the following code but it causing the reporting to count calls multiple times, basically every time it goes through the loop. Any suggestions would be appreciated:
queueLoop2:
Select Resource (--Triggering Contact-- from CSQ)
   Connected
      Set Contact Info (--Triggering Contact--, handled)
   Queued
      If (Held == 0) Then
          True
             Menu (--Triggering Contact--, QueuePrompt)
                ES
                   Call Redirect (--Triggering Contact-- to ESPhoneNumber)
                      Successful
                          Goto End
                      Busy
                          Goto NoEStrans
                      Invalid
                          Goto NoEStrans
                      Unsuccessful
                          Goto NoEStrans
                Timeout
                Unsuccessful
             Call Hold (--Triggering Contact--)
             Delay DelayWhileQueued sec
             Call Unhold (--Triggering Contact--)
             Set Held = 1
          False
      Menu (--Triggering Contact--, Queue2Prompt)
          ES
             Call Redirect (--Triggering Contact-- to ESPhoneNumber)
                Successful
                   Goto End
                Busy
                   Goto NoEStrans
                Invalid
                   Goto NoEStrans
                Unsuccessful
                   Goto NoEStrans
          Timeout
          Unsuccessful
      Call Hold (--Triggering Contact--)
      Delay DelayWhileQueued sec
      Call Unhold (--Triggering Contact--)
      Select Resource (--Triggering Contact-- from CSQ2)
          Connected
             Set Contact Info (--Triggering Contact--, handled)
          Queued
             Menu (--Triggering Contact--, Queue2Prompt)
                ES
                   Call Redirect (--Triggering Contact-- to ESPhoneNumber)
                      Successful
                          Goto End
                      Busy
                          Goto NoEStrans
                      Invalid
                          Goto NoEStrans
                                  Unsuccessful
                                       Goto NoEStrans
                        Timeout
                        Unsuccessful
                    Call Hold (--Triggering Contact--)
                    Delay DelayWhileQueued sec
                    Call Unhold (--Triggering Contact--)
                    Goto queueLoop2
End:
Terminate (--Triggering Contact--)
End

Hi Joe,
1. It does not matter which node you install the SR to as long as both get installed because they need to be the same version.
2. 8.0 works in the same manner as 7.0. You upload the documents like dates.xml to the document repository from within Appadmin. There is no need to get access to the root of the system. Perhaps you were used to copying the documents to the server before and then uploading via the appadmin documents upload but all you have to do is point to the file on your system and it will upload to the server repository.
3. Not sure I completely understand this question but if you want to have one node available to field the calls while you build out the other node I have a suggestion. You could remove the second node from the cluster so you have a single node 7.0 system as the master and use the second node to build it out as the publisher for the 8.0 environment. Then you can run the PUT tool to backup the 7.0 system and restore to the publisher 8.0 system as the first node.
- Read the documentation because you will need to keep the hostname for the servers the same. You may need to have the 8.0 sitting in a lab environment on a lab network for the upgrade process since it will have the same hostname and likely the same IP as the publisher.
Once you have first node in 8.0 built and working you can build out the other hardware to add to the cluster. Keep in mind that if this is a 24x7 customer any calls that come in between the time of the previous PUT backup until the 8.0 node is online and taking calls will not be in the historical database because of the lag time in the cut over.
Hope this helps.

Similar Messages

UCCX - set priority command CSQ

I am setting up a Que and the customer wants to have agents in group A answer all the calls.
If a call waits in que for over 5 minutes, they want a second group of agents (group b) to be able to take that call. So the call could goto the either group A or B.
My question is, Can I do this in one Que, or do I need two.
I was thinking that I could do a “set priority” of 5 when the call comes into the que and then after 5 minutes, set it to 1.

Hi Carlo
Priority probably won't help - all that does is move the call 'ahead' of other calls in the queue. It doesn't affect to 'who' the call is routed.
Basically if you want the system to make an instant decision (e.g. route to group of agents A, but if not busy send to agent group B) then you can give agent group A higher skills than B, and use the 'most skilled' routing algorhythm on a single queue.
If you need that 5 minute delay, then you need two queues, with the second queue added with a 'select' step in the 'queeud' branch of the first 'select' step.
Regards
Aaron

CUIC Reporting - Calls Transferred

Hey Guys,
I need to create a report to show how many calls were transferred from an agent, and to what destinations.
I've read the CUIC doesnt tap into the right database to collect this type of information, is this correct?
If anyone could shed some light on how to configure another database source or where to go to configure such a report..
Thanks
Ben

Bump?
I know it's an old thread, but I've got the same issue.
UCCX 9
CUCM 9
CSQ calls get transferred by an agent to a non-agent destination and I'm being asked to provide reports on how many calls were transferred to which extension, and preferably including which agent transferred the call.
-Mike

Calling number specification to be routed to designated agent via CCX script

I want to be able to specify a number e.g. 502-8475 in the script that would then be routed to specific skilled agents in a queue. The number specify will be forward by another PBX to the queue number so that numberr will not be the caller number but the called. Can this be done with the script if so how.

Different skills = different queue as UCCX Customer Service Queue (CSQ) is constructed based on skills assigned to it.
If you simply want to reuse the same queue logic but queue the call to different set of agents, you still need to build different CSQ and assign the "new" skill to this CSQ as well as the agents. Then you have couple of options to route it:
1. Build new Application triggered by the number and point to the same script but override the CSQ name which needs to be exposed as parameter
2. Change the existing script to perform a check to see what was the dialed number or original dialed number, you can accomplish this via "get call info" step, and then change the CSQ variable name to this new CSQ.
HTH, please rate all helpful posts!
Chris

UCCX 8.5: CSQ Name Displayed in CAD Integrated Broswer?

Cisco Forum:
Can UCCX 8.5 for the Cisco Agent Desktop (CAD) provide the CSQ Name in the Integrated Broswer portion of the CAD? That is, the CAD can be used to pop a web link to agents on incoming calls. While the CAD can show the CSQ Name by default, it does so in a reasonable small font amid other data. Can some call script variable be set for the CSQ Name which would then be used to dynamically pop a unique web link on CAD Integrated Browser which would then display whatever is configured as a web link to display?
As an alternative, can agents using the CAD also have a IP Phone display of the CSQ Name.
Thank you for your comments and suggestions.
Dan

Before you can pass the CSQ name to the integrated browser you must first have the script pass the CSQ name to the CAD. It needs to show in the top left panel where the ANI is currently displayed.
See this link for an example of how to create a layout and the script changes to pass a value to CAD.
https://supportforums.cisco.com/message/3478154#3478154
You can then build a dynamic URL in the desktop administrator with the CSQ name.
Please rate helpful posts.
Graham

UCCX CSQ Most Skilled doesn't work

Hi,
We have UCCX 9.0.2 with three CSQ's:
- Arabic_CSQ
- English_CSQ
- VIP_CSQ
and there are three skills (Arabic, English and VIP)
I assigned 9 agents for these CSQ with the mentioned skills.
Agent 1, Agent 2 and Agent 3 skills : Arabic 9, English, 6 and VIP 9
Agent 4 and Agent 5 skills : Arabic 6 , English 9 and VIP 8
Agent 6 skills : Arabic 5, English 5 and VIP 8
Agent 7 skills : Arabic 4, English 4 and VIP 8
Agent 8 skills: Arabic 3, English 3 and VIP 6
Agent 9 skills : Arabic 2, English 2 and VIP 3
also,
I added the three skills to each CSQ with minimum competence (1) and made them as Most Skilled CSQ
for example: when a call comes to Arabic CSQ, it shall be routed to the most skilled agents first then the least skilled ones, but we noticed that the least skilled agent "Agent 9" receiving Arabic_CSQ calls, however there are higher skilled "Ready" agents. But it supposed with this setup that the least skilled agents receive calls only if the higher ones are " Not Ready"
Appreciate your help.
Regards,
Mohamed Helmy

You're sure that the Selection Criteria on the second page of the CSQ config is set to Most Skilled, and not the default of Longest Available? I've seen this hang people up before.

UCCX 7.0 Supervisor's Change Access to CSQ

Greetings,
We've recently upgraded to UCCX 7.0.1SR5 and one of the features that was of interest to us was the Supervisor's ability to change the skill levels of the agents in their team. However, when logging into /appadmin as a supervisor, an unfortunate byproduct is the supervisor's ability to change the CSQ names and Resource Pool Selection Model. Having change rights to either of these fields would obviously negatively impact any script that references them. In my opinion, a supervisor shouldn't have these rights. Attached is a screen shot of /appadmin when logged in as a supervisor.
I've opened a TAC case and so far, they are telling me that this is working as designed. I just don't buy it as this is an administrator's function in my opinion. Has anyone found any solution to this?
Thanks,
Jeff

I don't mean to argue, but this is a terrible design if this is the case. Why would anyone give the supervisor the rights
to change the name of a CSQ which is hard coded into a script? This is an administrator's function, not a supervisor's. If a supervisor changes the name of a CSQ, the script will error out and calls will not complete. That can't be working as designed. Instructing supervisors "don't change the name of the CSQ or routing method" is not an option.
Thank you,
Jeff

UCCX user needs to be able to be logged into certain CSQ

Hello experts,
Forgive me if this is a silly question but, I am not yet a Contact Center expert.
My problem is this. We have a manager that needs some individuals to be logged into certain queues sometimes and other queues at other times.
For instance sometimes she wants the user to be logged into only CSQ A, sometimes she wants them to be logged into only CSQ B, sometimes she wants them to be logged into both.
Is there a way to do this without creating three different user names for the user?
Any insight would be appreciated

Hi,
well, there are several ways.
1. You can use the UCCX web admin interface to assign/move CSQ's on agents.
2. You can have static agent-CSQ mappings while adjusting scripting logic to send calls to CSQ A if one condition is met and to CSQ B if not.
3. With some programming, you can have an application that changes agent-CSQ mapping using the UCCX REST API. This is more or less a weekend project and may require some programming skills.
G.

UCCX 8 - Cannot Add New CSQ

Hello,
I am running UCCX w/HA 8.0.2.11003-10
When adding a new CSQ I am receiving the error: An error has occurred saving CSQ configuration data. Any ideas what can be causing this?
Grateful for your help,
-Kelly

Hi,
To be honest this looks like a defect to me.
Unless of course you are trying to insert a duplicate entry
I could not find a known defect on this. Maybe you can open a service request to get this investigated ?
Regards,
Christos

UCCX change work flow group based on CSQ

Does it possible to assign a work flow group to a CSQ, or change the work flow group from script ?
Rg,
Gerald.

gerald.chong wrote:Thanks for the explanations. I understand the layout can be change via the script, but that I am require to do is to have different wrapup code based on different queue. Will it be possible ?
Sadly, I don't think this is possible. I just looked into this a couple weeks ago for a customer that asked us for the very same thing. The only built-in alternative I was able to offer them is to load up the entire wrap-up code list carefully sorted and prefixed, like "HR: Tax Changes" and "HR: Benefits Changes" and "OtherTopic: Reason 1" and "OtherTopic: Reason 2". I believe there's no built-in limit to number of wrap-up codes.
As another alternative, my company (and several others) have external wrap-up code applications that are much more flexible, and can offer different wrap-up codes on a per-CSQ basis. It was written to fill wrap-up code needs back before UCCX gained built-in wrap-up codes, so we don't really sell it too much these days, but it does fill a need here and there for certain customers.

Old UCCX CSQ's showing in new UCCX server

Hi all,
I'm having a problem with UCCX historical reporting - we're running both an old IPCC server and a new IPCC server simultaneously.
However we have installed the UCCX 7 historical reporting and pointing it to the new UCCX server and now it still seems to pickup old CSQ names that have never been on the new server, somehow they have populated the new server.
My question is how do I remove the old CSQ names from the available parameters when I'm running the reports.
Thanks,
Thomas.

If you did an BARS upgrade then the old queue information will have been pulled across as part of that process.
Most reports have an advanced tab that allows you to filter out unnecessary CSQs.
If that does not suit then I guess you could manually start deleting stuff from the relevent SQL2000 databases - needless to say caution and good backups would be needed here!

UCCX 7.0 - Agents in reserved state and calls stuck in CSQ

Hello all,
I have got a following issue with our UCCX 7.0 installation - there is a team of agents and some of them intermittently stuck in reserved state for no reason.
I went to real-time reporting and found lot of calls stuck in CSQ, which I believe is related.
Other teams (which uses different IVR scripts) are not having these kind of problem - that led me to conclusion that something may actually be wrong with the scirpt itself. I am going to add "dequeue" step before "Goto VOICEMAIL" under transfer menu for all three options, but not quite sure if that is cause and solution for the problem. Could you guys take a quick look on attached script, I might be missing some part of picture here.
Thank you in advance,
Peter

Hi
Some things to check first:
1) Agents are not members of pickup groups - this is a common cause of such problems
2) Do the agents all receive calls sometimes? Are they all in the same partition? Verify that the UCCX CTI ports can call all of the agents...
3) Check the release notes : http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/release/notes/uccx701rn.pdf
There is an 'unsupported actions' section that lists things agents should not do on Page 15 onwards. Pickup is the most problematic of these, but others are very common causes of stuck-in-reserved and stuck calls.... far more common than scripting errors. If in doubt, disable the options (by removing pickup groups from their lines, and assigning a softkey set that doesn't include the listed keys) and see how it goes...
I've had a quick look over your script and see no major cause for concern.
Regards
Aaron
Please rate helpful posts...

UCCX 10 Agent not logged into Assigned CSQ

We have 4 CSQs and I have an agent that is assigned to all four but only will only log into 3 of them so she is unable to receive calls for the fourth queue. We have removed all CSQs from this agent, applied only the missing CSQ, and it still will not log her into that CSQ. We are using the web version of Finesse. Is there something I can check to get this working?

Hi,
what is your UCCX version ?
are you using resource group or skilled based routing ?
if you are using skills, you might assign the proper skill for the agents.
if you are using resource group, you might not assigning agents to that one
HTH
Anas
don't forget to rate the helpful posts

UCCX 7.0 calls abandoned after 15 minutes waiting in CSQ

Hi,
I have made a test lab environment to simulate a problem.
There is one agent and one CSQ. When I call the script trigger number the agent phone rings and I answer the call.
I keep this call on and put both phones on mute.
When I call from another phone to the trigger number I hear the prompt "you are the first waiting customer...."
I let the second caller waiting in the queue for more then 15 minutes.
When the 16th minute starts I hear another message from UCCX itself (not one of my own prompts) that the call cannot be answered. This message repeats a couple of times and then the call is abandoned.
Could you please let me know if this is default normal behavior of the UCCX system?
Is this a parameter which I can change to unlimited waiting time?
Thanks in advance,
Regards,
Ruben

This issue happened because our script exceeded 1000 lines. We saw this after debugging the script. We changed the level to exceeded after 2000 lines. We now get the error message from UCCX self after 40 minutes which for us is a workable solution.
Thank you for your help.
Regards
Ruben

UCCX 7.1 - Check Logged in Agents for 2 CSQ's in same line

I have a logged in resources check that checks a CSQ String. Can I add another CSQ to this check? Right now it says: " intLoggedInResources = Get Reporting Statistic (Logged-In Resources{strTargetCSQ}from CSQ IPCC Express". I need it to check "strCanadaCSQ" at the same time.

No you cannot. One CSQ at a time with the Get Reporting Stats Step.

UCCX 7.X ENH 2 CSQ

Similar Messages

Maybe you are looking for