UCCX 9.0 Priority Routing by CSQ

Hello,
I'm trying to do priority routing based on CSQ we have Premium License. Scenario
I have one Team with multiple agents. They answer for 3 CSQ's
Team_Support
CSQ A
CSQ B
CSQ C
I would like for CSQ C calls to have priority when entering the team. Can someone please help me figure this out?
Thank you

Hello,
Will this be set under select Resource:
Thanks for your help

Similar Messages

UCCX 9.0 Priority Routing within Queue

Hello,
I am setting up priority call queuing. Here is the call flow.
Caller dial the number to the AA script. (see below)
The customer selections the option 2 and routes to the queuing script via a call subflow.
The subflow script queues to one CSQ .
My agents not only log into this CSQ for option 2, but to other CSQs that come from other options #4 and #5 of the initial AA script (see below).   I would like to set Call priority for the option 2 CSQ to take be higher than the other calls when the calls route to the agents.
AA:
CSQ:
This is what I thought would work. However, it doesn't appear to be working.

Hello,
Does not work mean? I see 3 calls in the other queues. In the sHT_Dealer_Line_Q only my call is waiting. My call isn't routing to the agent first. The other calls with the Longest call waiting will go first.   (see Supervisor desktop screenshot) Thanks

UCCX 7.0 - Call priority routing based on skill

Howdy,
I'm not sure of the best way to go about this. I have one main queue (CSQ A) and an escalation queue (CSQ B). Tier 2 CSRs will be assigned both the CSQ A skill and CSQ B skills so that they can answer normal calls when CSQ B is empty.
The tricky part is CSQ B is not meant to be reached by outside callers and it's not referenced in the CSQ A script. The only way to get placed in that queue is when a CSR transfers to it.
Is there a way to set this up so that CSQ B calls take priority for Tier 2 CSRs over CSQ A calls?
Any help would be much appreciated.
Cheers,
Gary

Hi
You can't issue a higher priority to a CSQ as such, but yu can use the 'Set Priority' step to increase the priority of calls in your script just before the 'Select from CSQ B' step.
Basically a call with default priority will be serviced FIFO with other calls. If you make any call +1 higher priority, it will be answered before any default priority calls. Calls from each priority will be answered before calls from a lower priority.
Regards
Aaron
Please rate helpful posts...

UCCX 7 Agent Based Routing - Best Approach

Hello all,
Our agent phones have two lines. The first line is the contact centre agent number and the second line is the agent's personal DDI.
I am trying to work out the best approach to deal with calls coming in on the DDI line as I would like these to be part of the contact centre too and be able to report on call activity here. My initial thoughts are that a call will come into the DDI and if the agent is not available then it will be transfered to the CSQ for that agent.
Would it be better for the DDI line to have a "call foward all" set to the CSQ trigger and then use some enterprise parameter to see the original called number, do a lookup and send this call to the agent whose DDI it is? I'm just wondering how this is achieved programatically? Or would a better approach be for all of the agent DDI numbers to be triggers for the UCCX application? This leads to the question how many triggers can an application have?
Thanks,

This is always a sticky topic. Both of your ideas are possible and there isn't really a "best" option IMO.
If you create a trigger and have agents CFA their lines to it, then it is only a single trigger in CCX to configure.
Agents can turn this off by disabling CFA. This could be good or bad though.
CCX would need to handle redirecting the call to VM if reaching the agent fails.
You remove the ability for the agent to even see the call (call waiting) since the busy trigger is set to one on their ICD line. Their only indication someone called would be if they leave a voicemail.
There is no documented limit of triggers per application.
Agents cannot turn this on/off.
Everything else would be the same as option one.
You can do this either with a Call Consult Transfer step or attempt an agent-based routing with the Select Resource step. For reporting reasons you would want to use Select Resource though. This also means the agent cannot answer calls at all unless they are logged in to CAD though.
Also, you could choose to route to a CSQ instead of the agent's voicemail in any of these scenarios if you wanted. CCX cannot queue callers to a specific agent and CSQs don't scale well enough to have one per agent. This somewhat depends on who is calling though. A menu option with choices works well: Press one for voicemail or two to speak with another representative."
Lastly, another scenario might be to create an IVR with a "dial by extension" concept where the customers know the extension of who they are reaching and not the direct line number. CCX could do agent-based routing as discussed above there. The advantage is that their direct line would remain untouched. This only works if they would refrain from giving that number out though.

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

RV042 - Priority Routing HTTP Traffic Over WAN2?

Hi,
I have an RV042 set to load balancing. WAN1 is a T1 and WAN2 is an ADSL connection. It seems that more often than not web traffic is going out over the slower WAN1, so I'd like to try to route http traffic over the ADSL before the T1 due to the higher download speed.
Is there a way to do this?
Thanks!

blasty,
Yes it is possible. It is called protocol binding, and the configuration steps for this can be found on page 23 of this guide:
http://www.cisco.com/en/US/docs/routers/csbr/rv042/admin/guide/RV042_V10_UG_C-WEB.pdf
If you have any problems please post them in as much detail as possible.
Bill

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.

Time comparison in UCCX scripting

Hi,
Need help in UCCX 8.5 scripting with opening and clsoing hours. I need to check for any incoming call if current system time is between 8 am to 5 pm then call should route to CSQ otherwise it should route to voice mail.
Regards,
Dinesh Joshi

Hi Dinesh,
You can use the script and holiday xml file attached to this support forum as i recently worked on it.
Please make sure to change the dates according to you needs in the XML file.
https://supportforums.cisco.com/message/3930967
In you original script you will need to use "call subflow step" this way the call will go to that script check for holiday and return to your original script.
Use output mapping ( its available in the properties of call subflow step) to take the value of variable "todayIsAHoliday" and tore the value in a variable in the original script.
Once that i done use "if step" to in properties todayIsAHoliday==ture
true
go to holiday prompt
false
go to continue with time of day check
Regards,
Chuck
Please rate helpful posts and identify correct answers.

Priority on call queues

I have this scenario and am looking for input on how to approach this.
- Agents have multiple skillsets
- Agents need to answer call from their primary skillset. Example: Agent is assiged to answer call from queue A. On a slow day, agent is assigned to queue B. But agent priority is to answer queue A first if there are both calls type waiting in the queue even when call in queue B is holding longer.
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.

Control of route selection for WiFi & Ethernet subnets ?

i have a shiny new macbook pro. Also running various virtual machines in parallels. To cut a long story short - in one scenario, I need the osx host machine to use WIFI as its default route while an XP VM needs to use wired Ethernet for its default route. This is because the XP environment connects to a company network and the mac host needs public wifi connectivity... How do I manipulate routing preferences for this ?
I tried changing the default route from sudo command line on the mac but it was not successful... it looks like mac takes priority for Ethernet over WiFi when it is plugged in. The XP machine is setup under parallels to bridge onto the Ethernet port so it works a treat.

I have fixed this myself... turns out there is a "Set Service Order" option under the Network settings in System Preferences... All I had to do was push WIFI to the top of the list and it becomes the default/priority route for the Mac... The XP machine is virtually patched to Ethernet in bridge mode so it continues working. BRILLIANT !
Hope it helps someone else another day.

Failover routing design help Needed

Hello.
We are looking to have a setup like this:
                                                      User PCs
                                                            |
                                                            |
                                                            |
                                                          3750x
                                                  (stack - ip base)
                     Servers---------------3750x ---------------- 3750x---------------- Servers
                                            (stack -             (stack -
                                          ip services)         ip services)
                                                 |                         |
                                                 |                         |
                                                 |                         |
                                                 |                         |
                                            Router                 Router
                                                 |                         |
                                                 |                         |
                                                 |                         |
                                              ISP1                   ISP2
We would like to have routing (and vLans) done on the switches, and have internet failover from ISP1 to ISP2 if ISP1 fails, and go back to ISP1 when it comes back up. Trunks between all switches. We also would like to have all devices on the same vLAN if possible.
What is the best approach to do this?
(Note that left and right sides [in brown and green font] are in separate site locations, and that user end [in red font] switches only have ip base, which limits eigrp functionality.)
We tried following this, but doesn't fit our site exactly:
http://www.geekmungus.co.uk/cisco-and-networking/failoverinternetconnectionusingipslatrackingandeigrproutingforinter-sitelinks
(Also ran into issue where switch in the middle would have two routes to internet - so possible issue with priority routes)
Thanks in advance

The servers in SiteB (3750_2) are just replicated copies of the servers in SiteA (3750_1). However, there always needs to be an active connection between SiteA and SiteB. Only time that the UserSite(3750_3) needs to access servers in SiteB is when SiteA is completely down.
However, if the servers in SiteA (3750_1) can still be reached through via site SiteB (3750_2) when the direct connection between the UserSite(3750_3) and SiteA (3750_1) is down, that route should also be available (if possible).
The above is good news because it means we can route optimally for both internet and client to server traffic. STP is blocking one of the links from 3750_3, the one to 3750_2.
A couple of questions from the configurations you posted -
1) on 3750_3 you said in a previous post the clients use the vlan 10 interface IP on 3750_3 as their default gateway. But there are no default routes in the routing table on 3750_3 so how does internet work at the moment ?
In fact there are no default routes on any of the stacks. Is internet not working at the moment because i can't see how it can be.
What is weird is that you have static default routes configured on each 3750 IP Services stack but they are not even showing up in the routing tables on that stack ?
2) the 192.168.50.32/29 and 192.168.50.40/29 networks. They don't seem to be doing anything ? I think they were meant to be for the uplinks from 3750_3 but they haven't been used for this.
3) the IP services stack connections to the routers. Do you know what IP subnet is used for this. It looks like it is vlan 10 again but can you confirm ie. what are the routers LAN interface IP addresses ?
So if you can answer the above we can probably start with reconfiguration. There is going to be quite a lot. You can however do some prepatory work without affecting anything -
1) pick a new subnet for the client vlan and create the scope on your DHCP servers. If you use both DHCP servers then split the scope in half between DHCP servers
2) pick a new vlan number for use for the clients
3) assuming the router's LAN interfaces are in vlan 10 i will need 4 x /30 subnets for all four uplinks ie. 2 from 3750_3 and 2 for each IP Services stack to router connection. You can just give me a class C if you want and i will break it down
4) we only want the new client vlan on 3750_3. If 3750_3 is in VTP client mode then it will not work once we change to L3 uplinks so we need to change the VTP mode to VTP transparent on the 3750_3. Once you have done this we can then create the new client subnet and the L3 vlan interface for the client subnet + ip helper-addresses and this still won't affect your current setup.
All of the above can be done with no downtime although if you change to VTP transparent do this out of hours just in case there is an impact. There shouldn't be but it is worth being safe.
Next are the changes that will require downtime. I appreciate it is three separate sites but because you are changing the uplinks it needs to be done all at once. Basically we need to -
1) on all clients release the current IP address. Then have them shutdown.
2) modify EIGRP config for new client vlan and remove all the other stuff as it is not needed
3) reconfigure all uplinks to be L3 on switch stacks and then check the routing tables to make sure there is a route for vlan 10.
3) allocate all ports for clients into the new client vlan
4) bring clients back up and they should then get new IPs from the DHCP server
5) remove any unnecessary configuration from 3750_3
6) reconfigure 3750_1 and 3750_2 connections to their routers
7) modify EIGRP configuration on both IP Services stacks
8) modify IP SLA configuration on 3750_1. Note there is no point in tracking on 3750_2 because only when ISP1 fails do you want to use ISP2 and if ISP2 fails while ISP1 is down there is nothing to fail back to.
9) modify EIGRP config on the routers
that's a brief outline of what needs doing so you can see it is a fair bit and will need careful planning. As far as the default route goes there are two options and i'm still thinking it all through -
1) have both routers generate a defaut route and apply a delay on the 3750_3 to 3750_2 uplink so 3750_1 is preferred. The advantage of this is that 3750_3 has both routes so if the uplink to 3750_1 it can immediately switch to 3750_2. The delay would also apply to vlan 10 as well so traffic would go to 3750_1 which is what you want.
2) have only 3750_1 generate a default route and only if ISP1 fails does ISP2 then generate a default route. The advantage of this is that you would not need to tweak the delay to get ti right but if ISP1 fails there will be a delay before 3750_2 realises the default route has gone and generates it's own.
So it's a tradeoff. I'll have another look at the configs etc. and decide which is best.
It is a fairly large redesign but at the moment the configurations are quite confusing because there is a lot of extra stuff which isn't doing anything as far as i can see. I am happy to provide configs and explanations as to what you should see and also happy to be around when you implement it ie. e-mail or if you can't e-mail (no internet access ) then on the phone. You would just need to let me know when you needed me and i'll make sure i am available (no charge obviously).
If you could answer the above questions and let me know how you want to proceed then we can take it from there.
Jon

When do the CTI ports between CUCM and UCCX get created

Hi All,
I am trying to work out when the CTI ports between CUCM and UCCX get created.
Do they get created during the post installtion wizzard when you selectthe number of HR licenses or do you need to manually create the CTI ports after the post installation wizzard.
Many thanks for any help
Regards

In new versions (since 4.x) UCCX creates the CTI route points on Call Manager when a trigger is added on UCCX side.
When you add a Call Control Group on UCCX side, that process creates all the CTI ports in CUCM automatically or updates the existing ones if you change settings for the call control group.

UCCX Default prompt installation

I am currently installing a UCCX 7.0
I created 2 CSQ , skill groups ..............
I am finding it a bit difficult to modify the default script to accomodates my new welcome prompt and the CSQ.
Can anyone pls assit.
Julian Mbah

You will need to ask a more specific question on this forum. Generally speaking we won't hold your hand all the way through; this is free after all.
There are some example scripts that you can use or reference: Cisco Contact Center Express Script Repository
Beyond that, there are two Cisco classes offered by Learning Partners: UCCXD and UCCXA. They are - for better or worse - the best training available for the CCX product.

UCCX Redundancy questions

Dear NetPro gurus,
I'm a newbie to UCCX so would appreciated anyone's help on this.
My customer currently has 2 x UCCXs 7.0 servers (on the same LAN), and they are wondering what do they have to do to make the system 'redundant'.
All scripts, prompts and CM Telephony Triggers have been created and uploaded onto the Primary UCCX Server and everything is working. Do they have to manually "upload" all of these onto the Secondary UCCX Server as well? Or is the backend sync between two UCCX Servers?
If all the sync process is 'automatic' between 2 UCCX servers. My customer have tried to *power off* the primary UCCX Server, however, all of the CSQs dies. Is there anywhere i should get them to look to see why that is the case and how to fix?
Would greatly appreciated anyone helps on this.
Cheers,
Hunt

Hi
1. All the stuff you upload to UCCX actually goes into the 'repository', essentially a replicated DB between the two servers.
2. Aside from checking the replication status of the databases from AppAdmin, you also need to take a look at your scripts. It's very common for engineers to have not understood the system properly, and written (for example) XML files containing settings that the scripts need to the c:\ drive or wfavvid folder. These are not replicated, as they are local file system writes - the correct procedure is to use 'upload' steps to write them to the repository.
In terms of diagnosing this, you can go through the scripts which is easy if you know what you are looking for. The other option is during a maintenance period, fail over the system, and then do some reactive debugs of the scripts. Step through them, and see where they fail...
Aaron

UCCX: Which CSS is used

When using UCCX integrated with UCM, If a call is directed to UCCX via a CTI Route Point and the treatment of the script is to place a external call, which CSS is used to verify the restrictions to out dial. There is a CSS on the CTI Route Point, CTI port and a CSS on the device forwarding the call to UCCX?

Hi
Calls out from UCCX are made using the Line/Device CSS of the CTI port that makes the call.
Regards
Aaron

UCCX 9.0 Priority Routing by CSQ

Similar Messages

Maybe you are looking for