Call position in Queue

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This document was generated from CDN thread

Created by: Senthil Kumar on 25-03-2011 08:00:43 AM
We have a setup for "Queue to agent" in Cisco UCCE and would liek to deploy the following change
1. Change the Call Priority in the queue based on the customer number, (like to server my "High Priority" customer)
2. we have an application connected with Cisco ICM (CTI server) to look for Call Priority in the Queue. 
 
How can we accomplish this? Any help on this would be greatly appreciated.

Subject: RE: Call position in Queue
Replied by: David Lender on 23-12-2011 03:24:14 PM

We have a setup for "Queue to agent" in Cisco UCCE and would liek to deploy the following change
1. Change the Call Priority in the queue based on the customer number, (like to server my "High Priority" customer)
2. we have an application connected with Cisco ICM (CTI server) to look for Call Priority in the Queue. 
 
How can we accomplish this? Any help on this would be greatly appreciated.

 
This would have to be accomplished with ICM scripting which is outside the scope of this forum.  You may wish to post your query to the UCCE product support forum here https://supportforums.cisco.com/community/netpro/collaboration-voice-video/contact-center