UCCX priority of Queued time vs. skill level

I have a question about how UCCX delivers call to a newely available agent.
Scenario 1:
If there are two calls in queue one is in CSQ A and one is in CSQ B, both have been on hold for exactly the same time. No agents are in ready status and I have a skill of 8 for the CSQ A and skill of 5 for the CSQ B and I make myself ready. What call will I be delivered first?
Scenario 2:
If there are two calls in queue one is in CSQ A and one is in CSQ B, and the call in CSQ B has been there longer. No agents are in ready status and I have a skill of 8 for the CSQ A and skill of 5 for the CSQ B and I make myself ready. What call will I be delivered first?
I know I need to probably supply more config or version info on this topic. I am a newbie to cisco voip and uccx so just let me know what I need to supply.
Here is some version info, idk if it is what is needed here
Cisco Application Administration - 7.0(1)SR05_Build504
Cisco Unified CM Administration System version: 7.1.3.32900-4
Thanks.

Hi Damian,
You should probably try this post over in the "Contact Center" portion of these forums
I'm sure someone there will be able to provide an answer to this query
https://supportforums.cisco.com/community/netpro/collaboration-voice-video/contact-center?view=discussions
Cheers!
Rob

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UCCX priority call queuing

Currently we are running UCCX 8.0.2 and have a multi queue help desk. Agents have multiple skills assigned to them. We have a request right now that a prompt be added to just 1 queue that will raise the priority of that call and only affect that queue. From my understanding, raising the priority that queue will affect all the other queues and give that priority call presedence over all the calls queued up rather than just those in that queue. Is there any way I can work around this? Thanks.

Hi
Firstly - it's best to start a new thread for a new question. Also, there is no point posting the same question multiple times on lots of threads.
What you need to do in your case is have the IDs that you want to prioritise stored 'somewhere'. The most simple way would be to simple compare them in an IF step, e.g.
String callerID = Get Call Contact(Caller ID)
IF (callerID == "41110")
     - true : set priority = 5
     - false : no steps
IF (callerID == "41111")
     - true : set priority = 5
     - false : no steps
If your numbers are consecutive as in your example you could have:
IF (callerID.startsWith("4111")
     - true : set priority = 5
     - false : no steps
But in practice you'll probably find that you have a lot of unrelated random numbers that you need to prioritise. In that case I would probably:
1) Store the numbers in an XML file, and read/compare those numbers when the call comes in
2) Store the numbers in a database, and do a select against that DB to see if the call should be prioritised.
There are lots of examples of XML file and DB usage around waiting to be googled.
Aaron

UCCX queue time (Resolved)

Dear all,
We have UCCX managing a simple IVR where if all agents are busy the calling user is placed in a Waiting Q with some music.
While gathering the reports we noticed a difference between the Queue time shown in "CSQ Activities" and the Queue time calculated in CSQ Call Details.
In particular according to "CSQ Activity" the max queue delay is 4 minutes. Which supposedly means that no calls have been kept in the queue for more than 4 minutes.
While the "CSQ Call detailed Report" show that some calls have remained in the Q for well more than 10 minutes. We can see from the same report that these calls have enventually been served picked up (they have not been abbandoned by the user), so they should be considered in the CSQ Activities in the MAX Q time.
Can anyone help us understand if they have a different meaning or they are collected in different way?
Thanks,
Francesco

Everything resolved.
Apparently when exporting data as CSV from the Report Archive, it messes up the column title.
Turns out what showed as Q Time, was instead the Call Duration.
I take the chance to raise this issue with whoever wrote the software.
cheers,
Francesco

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Hello,
I have a small issue with scheduling of production order.
I have maintained in a work center with Std. queue time = 15 days and Min. queue time = 7 days.
Means less then 7 days it should be not reduced and by enough time it should be calculated with 15 days.
I know the forward scheduling production takes 20 days ( 5 days for first operation plus 15 days Std. queue time for second operation)
By backwards I schedule the finish date which is less then 20 days in the future.
I would expect system would take 7 days (Min. queue time) instead of 15 days with using reduction strategy.
But system throws the message "Start date is in the past: today scheduling" and increases the finish date, with queue time = 15 day, instead to take
7 days!
I dont see system takes Min. queue time in account. Please help to find the error. Thansk!

Hi
Yes .Reduction strategy is only for floats to carry out detail scheduling
Reduction in the float before and after production in the order, expressed as a
percentage of the original float.
For example :
The original float before and after production was 10days in both cases. You
have entered level 2 as the maximum reduction level. The reduction of the float
is in the first level 40 and in the second level 60.
This means that in the first level the float is reduced by 40% of the
original value, that is 6 days. In the second level the float is reduced by 60% of
the original value, that is to 4 days
Regards
JH

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Hope this makes sense.
Thanks!
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HI
I think Best Practice is Multiple reports with single query
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Venkat

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*** ERROR => DpHdlDeadWp: W1 (pid 6008) died (severity=0, status=0) [dpxxwp.c    1531]
*** ERROR => DpHdlDeadWp: W2 (pid 2412) died (severity=0, status=0) [dpxxwp.c    1531]
*** ERROR => DpHdlDeadWp: W3 (pid 7284) died (severity=0, status=0) [dpxxwp.c    1531]
*** ERROR => DpHdlDeadWp: W4 (pid 1340) died (severity=0, status=0) [dpxxwp.c    1531]
*** ERROR => DpHdlDeadWp: W5 (pid 4088) died (severity=0, status=0) [dpxxwp.c    1531]
*** ERROR => DpHdlDeadWp: W6 (pid 304) died (severity=0, status=0) [dpxxwp.c    1531]
*** ERROR => DpHdlDeadWp: W8 (pid 2120) died (severity=0, status=0) [dpxxwp.c    1531]
*** ERROR => DpHdlDeadWp: W9 (pid 5392) died (severity=0, status=0) [dpxxwp.c    1531]
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M *** ERROR => NiPConnect2: SiPeekPendConn failed for hdl 1/sock 1276
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M *** ERROR => IcmConnect: NiConnect to localhost:65000,-1 (rc=-10) [icxxext.c    182]
M *** ERROR => ThPlgConnectToIcm: IcmConnect failed (-10) [thxxplg.c    5137]
M in_ThErrHandle: 1
M *** ERROR => ThStart: connect to icman (step 1, th_errno 2, action 3, level 1) [thxxhead.c 11313]
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Hi
As per your work process trace (dev_w0), it is not able to reach icm port 65000
M Mon Aug 11 10:27:39 2014
M ***LOG Q0I=> NiPConnect2: 127.0.0.1:65000: connect (10061: WSAECONNREFUSED: Connection refused) [nixxi.cpp 3286]
M *** ERROR => NiPConnect2: SiPeekPendConn failed for hdl 1/sock 1260
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M *** ERROR => ThPlgConnectToIcm: IcmConnect failed (-10) [thxxplg.c    5137]
M in_ThErrHandle: 1
M *** ERROR => ThStart: connect to icman (step 1, th_errno 2, action 3, level 1) [thxxhead.c   11313]
to fix this error, follow below 2 SAP KBAs ;
1934023 - Application server startup fail with an ICM connection error
1900647 - Parameter icm/admin_port
regards
Swami

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Running, Message Server connection ok, Dialog Queue time: 0.00 sec, J2EE status info unavailable
while log of disp+work and dev_jcontrol having issue...
DpMsgAdmin: Set patchno for this platform to 254
Release check o.K.
Fri Oct 29 12:46:57 2010
J2EE server info
start = TRUE
state = STARTED
pid = 4372
argv[0] = F:\usr\sap\SOL\SYS\exe\uc\NTAMD64\jcontrol.exe
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argv[4] = -DCONNECT_PORT=64995
argv[5] = -DSAPSYSTEM=00
argv[6] = -DSAPSYSTEMNAME=SOL
argv[7] = -DSAPMYNAME=solman4_SOL_00
argv[8] = -DSAPPROFILE=F:\usr\sap\SOL\SYS\profile\SOL_DVEBMGS00_solman4
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DpEnvCheckJ2ee: switch off j2ee start flag
dev_jcontrol
trc file: "F:\usr\sap\SOL\DVEBMGS00\work\dev_jcontrol", trc level: 1, release: "700"
node name   : jcontrol
pid         : 4372
system name : SOL
system nr. : 00
started at : Fri Oct 29 12:46:57 2010
arguments       :
       arg[00] : F:\usr\sap\SOL\SYS\exe\uc\NTAMD64\jcontrol.exe
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[Thr 2864] Fri Oct 29 12:46:57 2010
[Thr 2864] *** WARNING => INFO: Unknown property [instance.box.number=SOLDVEBMGS00solman4] [jstartxx.c   841]
[Thr 2864] *** WARNING => INFO: Unknown property [instance.en.host=solman4] [jstartxx.c   841]
[Thr 2864] *** WARNING => INFO: Unknown property [instance.en.port=3201] [jstartxx.c   841]
[Thr 2864] *** WARNING => INFO: Unknown property [instance.system.id=0] [jstartxx.c   841]
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Diya Chopra

Dear all,
Even i am also facing same problem.
We are setting up Diaster recover (DR ) where we are doing the mirror copy of the Source System to Target System.
After mounting all the files in Target DR System, i made the following changes in Target System.
OS: AIX
Dual stack System(ABAP +JAVA)
Instance number used :
00--ASCS00
02-- DVEBMGS02
01--SCS01
03--D03 --------------------------------------------------------------------------> It is maintained in another DR Server
Database Used: Oracle
a)renamed the Profiles (/usr/sap/KBP/SYS/profile).
b)Changed the dbenv files (/home/kbpadm) and (/home/orakbp)
c)set right permissions in all files and folders in /usr/sap.
d)Oracle is running and DB is also up
e)Started the profiles using sapcpe
e)After switching user (sidadm), Started the SAP Applications and SAP applications are up.
When i checked the GetProcess list according to instance wise, i am getting below output.
kbpadm> sapcontrol -nr 02 -function GetProcessList
31.07.2013 13:16:55
GetProcessList
OK
name, description, dispstatus, textstatus, starttime, elapsedtime, pid
disp+work, Dispatcher, YELLOW, Running, Message Server connection ok, Dialog Queue time: 0.00 sec, J2EE status info unavailable, 2013 07 31 11:26:41, 1:50:14, 14549078
rslgcoll, Central Syslog Collector, GREEN, Running, 2013 07 31 11:26:41, 1:50:14, 11141296
rslgsend, Central Syslog Sender, GREEN, Running, 2013 07 31 11:26:41, 1:50:14, 11862158
igswd_mt, IGS Watchdog, GRAY, Stopped, , , 13631708.
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31.07.2013 14:41:22
GetProcessList
OK
name, description, dispstatus, textstatus, starttime, elapsedtime, pid
msg_server, MessageServer, GREEN, Running, 2013 07 31 11:25:53, 3:15:29, 14614568
enserver, EnqueueServer, GRAY, Stopped, , , 14483586
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31.07.2013 14:41:55
GetProcessList
OK
name, description, dispstatus, textstatus, starttime, elapsedtime, pid
msg_server, MessageServer, GREEN, Running, 2013 07 31 11:26:17, 3:15:38, 10879188
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J2ee Startup: profile parameter 'system/type' not correctly set to start J2EE; use 'J2EE' for Java only and 'DS' for double stack instance
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Regards.
Gayathri.K

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But, many times they say that the print request are stuck in the queue. If this is the case how we going to resolve the problem? Shall we reset the print queue ? How?
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Queue time after failed connect step

I was wondering if anyone ever tested or noticed whether the queue time for an individual call was reset once the call was failed to be answered by an agent and sent back to the queue through the select agent step?
For example:
Call comes in goes to select agent - call gets queued - waits in the queue for 40 seconds - agent becomes available - call gets redirected to available agent - agent fails to answer call - call goes back to select agent and gets requeued.
Does the 40 seconds or more stay with call or does it get reset?
Thanks for any assistance.

Hi,
I assume you are talking about this from the perspective of historical and real-time reports.
The UCCX Engine is responsible for writing data to the database for both. The sub-facility of Engine responsible for each:
Historical reports: CRA_HRDM (historical reporting data manager)
Real-time reports: ICD_RTDM (real time data manager)
At each call leg, these 2 sub-facilities write a row into the database table(s) for that call leg. Thus, each of these is written as a separate row:
++ Call is received at CTI Route Point.
++ Call is answered at CTI Port and is enqueued.
++ Consult xfer attempt to agent is made, and agent fails to answer: RNA (ring no answer) classification here.
++ Call is again enqueued.
++ Consult xfer attempt to another agent is made, and agent answers it. Agent talks for some time and then caller hangs up, satisfied.
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"Protocol, then product"

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Hi,
I need information about UCCX 9.0 real-time reporting. What are the real time reports available on UCCX 9.0.
How to run this real time reports.
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Dinesh Joshi

Hi Dinesh
It's similar stuff to what you get in the Historical Reports - e.g. number of contacts, abandons, available agents, state of agents etc etc but counted up for that day and shown in real time. They're very basic looking tabular data type report generally, Supervisor can do some basic charts but nothing exciting and they aren't designed to be exporable.
Is there something specific you are looking for?

Trouble with Minimum Queue Time Hook

Hello,
We have a custom hook named Minimum Queue Time Hook (SY520_T). It works as designed, but we have a slight issue with this cause of the setup of our routing.
Let me explain.
We use this queue time hook so that after lacquer operation it goes to functional testing. So we need 24 hours before we can put the product to functional testing (24 hours is the time the lacquer takes to dry up.).
Our routing is like this CCO > (pre_Start checks if 24 hours have passed)FT > DONE
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Well,
I explained the routing part a bit badly. The routing is CCO > FT > ADE > DONE/SCRAP
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Link:[http://i.imgur.com/vrXWy.jpg]
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Loking for a Doc that has the definition of the calculations that used in Historical reports.What makes up Average Queue time?

Looking for a Doc that has the definition of the calculations that are used in Historical reports.
What metrics are used in Average Queue time?
What metrics are used in Average Speed of answer?

If you're on UCCE, the Reporting Guide and the Database Schema are fantastic resources.
http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html
http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html
-Jameson

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I have maiantained 2 Days queue time in operation and 1Day queue time in workcenter .
While Scheduling in routing it considers only workcenter queue time.
Also move time also maintained operation but that is also not apperaing scheduling.

Hi Mayuresh,
The que time is read from the routing & if it is not maintained, will read from the work center.
I simulated your scenario, i have maintained 2 days in WC & 1 day in routing, while i schedule it picks 24 hours.
So if you want, both, then you will have to enter 3 days as Que time in routing.
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Vivek

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Hi,
Reading through the SCM230 training course on the subject of Capacity Leveling, the manual describes the following functionality:
If you choose Time-Based Capacity Leveling by decreasing storage (days'
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UCCX 8 Queue Timer

I have a 3-tiered CSQ script where I am trying to age calls through the different queues based on ring down time.
IOW, a call comes in, selects the first CSQ and rings a ready-state agent phone. If no one answers after, say, 10 seconds, I would like the call to move on to the second CSQ, ring a ready-state phone for 10 seconds and, if no one answers, transfer to voicemail.
What is happening, though, is the call stays in the first CSQ and just keeps ringing the next ready-state agent phone and it never leaves that CSQ.
Is it possible to put a global RNA timer on each CSQ? If so, how?
Thanks!
Mike

A hunt group sounds far easier than using CCX here.
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UCCX priority of Queued time vs. skill level

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