Your requirements sound more like you just want to send calls to broadcast hunt groups rather than using UCCX queues/agents.
On Tue, Jun 20, 2017 at 12:16 AM, naresh rathore <[email protected]> wrote: > is it possible to use broadcast algorithm in uccx? > > > ------------------------------ > *From:* Bill Talley <[email protected]> > *Sent:* Tuesday, June 20, 2017 6:05 AM > *To:* naresh rathore > *Cc:* Ben Amick; Terry Oakley; [email protected] > *Subject:* Re: [cisco-voip] UCCX script related questions > > One thing to keep in mind about forcing an agent back to ready, if there > is only one agent in a ready state and that agent misses a call, the system > will continuously send the call to that agent. The caller will NOT > necessarily hear queue music/message oh hold and will never receiver any > queue prompts with options to escape the queue (like zero out, leave vm, > etc). If that agent is away for 15 minutes, the caller will literally be > ringing that one agents phone for the entire 15 minutes (assuming no other > agents become available). > > Even if there are multiple agents in a ready state, if the call is routed > to one agent who's not available to answer, you're subjecting the caller to > a minimum 60s delay before the call will be routed to another available > agent. > > Supervisors have the ability to change agent states using their supervisor > login. > > Sent from a mobile device with very tiny touchscreen input keys. Please > excude my typtos. > > On Jun 19, 2017, at 7:45 PM, naresh rathore <[email protected]> wrote: > > i tried to explain manager about benefit of agent being in not ready state > after he doesnt pick the call. but he is keen on automatically changing the > state from not ready to ready state. is there an option to revert back to > ready state from not ready state. > > do the supervisor have to login using his credentials on appadmin page to > get rights to change skills? > > ------------------------------ > *From:* Ben Amick <[email protected]> > *Sent:* Monday, June 19, 2017 7:59 PM > *To:* Terry Oakley; 'naresh rathore'; [email protected] > *Subject:* RE: UCCX script related questions > > > Regarding the last question: If a supervisor logs into the appadmin page, > they will be given a dialogue that will enable them to change skills and > skill levels. > > > > As for skills vs skill based routing, etc. it’s a question of how you want > to engineer it. Not ready on no-answer is only good if you have an > environment where agents have to manage their status. Remember that when > they are on a call they will be in the offhook or talking state, so you > will not have to worry about them not answering calls, as they will not be > presented. > > As for the tiering with SBR, the question is how you want to prioritize > calling. I’m assuming this is a helpdesk style structure, in which case I > can understand segmenting apart calls. > > However, I could see it done with multiple groups, with L3 engineers also > being in the L1/2 queues but at a lower skill level and so on, but that’s > just another option. > > In general I would want L1 engineers to be given calls unless they’re > completely unavailable and then given to L2 and then L3. You could > accomplish this by checking qty of ready state in the queue as opposed to > using timers. > > This would also make it so that clients would not have to wait up to 180 > sec before voicemail, and would be reactive to the number of ready agents, > only escalating to l3 if all the L1/2 engineers are exhausted. > > Also, managing ready state should be a function of HR/Supervisory, > auto-setting back to ready would just cause it so that you’d have longer > queue times. > > You should be able to change the ring timer per user for timeout, but the > longer you set it out the longer your queue times will be as it will be > presented to less users. If you set it to 60sec, then in your design it > will only ring 1 L1, 1 L2, and 1 L3 over a period of 180 sec. > > > > *From:* cisco-voip [mailto:[email protected] > <[email protected]>] *On Behalf Of *Terry Oakley > *Sent:* Monday, June 19, 2017 10:40 AM > *To:* 'naresh rathore' <[email protected]>; [email protected] > *Subject:* Re: [cisco-voip] UCCX script related questions > > > > I am not an expert in this at all but have some experience with a similar > situation. I would suggest, and am glad to be corrected by those that > have more expertise, that you use skills based routing. The skills can be > adjusted by the supervisor on the fly so that leaves it to the supervisor > to have the right staff (engineer) in place to respond to the call. As > for extending the timeout to being set to Not Ready I believe that can be > adjusted on the Application Management section under agentTimeout. Again > very happy to be corrected as I am still working through scripting and how > to make it the most efficient. > > > > Terry > > > > > > *Terry Oakley* > > Telecommunications Coordinator *| *Information Technology Services > > *Red Deer College **|*100 College Blvd. *|* Box 5005 *| *Red Deer *|* Alberta > *| *T4N 5H5 > > work (403) 342-*3521 **| * FAX (403) 343-4034 > > > > > > > > *From:* cisco-voip [mailto:[email protected] > <[email protected]>] *On Behalf Of *naresh rathore > *Sent:* June 19, 2017 1:48 AM > *To:* [email protected] > *Subject:* [cisco-voip] UCCX script related questions > > > > hi All, > > > > > > i have to configure CRS scripting on UCCX. following is the requirement. > > 1. broadcast ring to level 1 engineer for 60 sec, then call goes to > queue and plays the option to exit the queue and leave voicemail. > > 2. if exit option is not selected, it will broadcast ring level 2 > engineer for 60 sec, then call goes to queue and plays the option to exit > the queue and leave voicemail. > > 3. if exit option is not selected, it will broadcast ring level 3 > engineer for 60 sec, then call goes to queue and plays the option to exit > the queue. > > 4.if exit option is not selected, it will go through step 1, 2, 3 > and then go to voicemail. > > > > > > I have following queries > > 1. after 3 rings, the agent (finesse) because not ready. is it > possible to extend the timeout to 60 second. is it possible via "select > resource" step? > > 2.because i have to go through step 1, 2, and 3. during first > round when the state of the group is automatically changed to not ready (if > nobody answers), is it possible to change the state automatically to ready > after some time. > > 3. Should i use resource group or skill based routing > > 4. they also will be changing engineers from one level to > another. is it possible to assign different skills /change skills of a user > using supervisor desktop or limited version of appadmin page? > > > > > > Thanks all > > > > > > Regards > > > > > > Naray > > > > Confidentiality Note: This message is intended for use only by the > individual or entity to which it is addressed and may contain information > that is privileged, confidential, and exempt from disclosure under > applicable law. If the reader of this message is not the intended recipient > or the employee or agent responsible for delivering the message to the > intended recipient, you are hereby notified that any dissemination, > distribution or copying of this communication is strictly prohibited. If > you have received this communication in error, please contact the sender > immediately and destroy the material in its entirety, whether electronic or > hard copy. 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