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

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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

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
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False
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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

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
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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.

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

Static routes within VRF

Is there a limit to the number of static route one could use within a VRF ?
We have a large customer connected to MPLS VRF based backbone and due to various limiting factors this customer uses static routing from a PE-CE perspective.
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My thinking is that there might be a limit to the number of static's that one can use within a VRF and that we have reached the limit for this customer , which causes the intermittent failure.
Please advise.

I know of a "maximum routes limit " command to limit the number of routes in a Vrf on a PE.
From this command reference i find there are no default values for this.
http://www.cisco.com/univercd/cc/td/doc/product/software/ios122/122cgcr/fswtch_r/xrfscmd3.htm#1032272
So I assume, the default is to allow a huge value and the only limitations would be the memory/capacity and the number of vrfs on the PE router.
If you are experiencing a problem in this regard and removing a static route is helping to overcome it, then I would only suspect a bug here.
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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.
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It's actually worth playing with.
Regards,
Geoff

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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.

Generating an OSPF default-route within Area0

Guys,
Are there any rules relating to generating a 0.0.0.0 0.0.0.0 within a backbone area.
As then a BB router would become an ASBR?
Also, is it possible to use a redist static to acheive the same result. On testing I cant seem to acheive that.
Many thx indeed,
Ken
router ospf 10
log-adjacency-changes
network 10.0.0.0 0.255.255.255 area 0
default-information originate
ip classless
ip route 0.0.0.0 0.0.0.0 10.192.67.2
S2Rtr1#sh ip int brief
Interface IP-Address OK? Method Status Protocol
FastEthernet0/0 10.192.66.1 YES NVRAM up up
Serial0/0 unassigned YES NVRAM administratively down down
BRI0/0 unassigned YES NVRAM administratively down down
BRI0/0:1 unassigned YES unset administratively down down
BRI0/0:2 unassigned YES unset administratively down down
FastEthernet0/1 10.192.67.1 YES NVRAM up up
Serial0/1 unassigned YES NVRAM administratively down down
Hssi1/0 10.192.1.2 YES NVRAM up up
S2Rtr1#

I can't think of a good reason why a core router couldn't be an ASBR and inject the default route in the ospf domain. I have seen many customer doing it.
The only way to inject the default route in ospf is to use the "default-information originate" statement. The redistribute static won't do it.
Hope this helps,

Uccx 10.5 can i modify Queue Statistics for Agents???

Hi,
I have UCCX 10.5 but the queue statistics for Agents phones are updated every 10 seconds, I need to reduce every 5 seconds, any ideas???
Thanks!

Hi Matt,
All the Live Data gadgets come from the Cisco Finesse Administration which contains the layout. It is the users preference whether or not to change the existing Live Data gadgets.
Usually, we dont play around with these, but the most common request we have got from customers is the display of the Not Ready Reason Code labels than the code.
We are tracking this as an enhancement for 11.0 but not officially committed.
Regards,
Arundeep

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Hi,
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best regards
Abebe

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queue:
if counter = X
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else
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Thanks for the quick response. I checked and there's no other options. I saw a screen-print on what is should look like, but there's no options under "Skill Groups". Granted we're not using skills, just a resource group ... but from what I understand that's where it should show the name of the CSQ, but ours is empty.

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