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Beginner

Adding Multiple queues to a script.

Hello,

We are running UCCX 8.5.  Here's my scenario.

I have a script called Live.aef,  queue called Studio_Q and in the queue are several agents.  I want the script to flow that when the calls are heavy in Studio Q to look at Music_Q, Piano_Q and Parts_Q for an available agents.  As well as continue to look at primary Studio_Q.

Can someone assist me on how I can do this if possible?  I appreciate any help I can get.

Thank you so much in advance.

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7 REPLIES 7
Hall of Fame Master

Adding Multiple queues to a script.

Simply add another Select Resource step with proper CSQ, you can have nested queues, as long as you do not dequeue the call all CSQs will participate.

HTH,

Chris

Beginner

Adding Multiple queues to a script.

Here's a screenshot of how I have it. But wasn't sure if it would work.  The circle queues are the one's I want it to look at after a extended wait.  Will it go back to the primary queue in yellow as well or do I need to include it in the loop.

Thanks for all your help

Hall of Fame Master

Adding Multiple queues to a script.

Yes, that should work fine.

Chris

Beginner

Adding Multiple queues to a script.

But will it go back to primary queue or do I need to add that to the loop.

I really appreciate all your help.

Hall of Fame Master

Adding Multiple queues to a script.

If you do not add a dequeu step it will queue all CSQs you selected until that point and select an agent from any of the CSQs.

HTH, please rate all useful posts!

Chris

Beginner

Adding Multiple queues to a script.

Sorry to keep asking questions.  But my concern is that if the queue that highlighted in yellow isn't added to the queue_loop it want be including in looking at that queue.  So my question is do I need to add it in the loop as well as keep it where it's at.

Thanks

Hall of Fame Master

Adding Multiple queues to a script.

Sure it is, I would sightly revise it as following:

Select Resource - sHT_Parts

Queue

    whatever needs to be done before expediting to other queues

    Select Resource -  sBNO_Parts

       Queue

        Select Resource -  sPiano

             Queue

             Select Resource -  sYCA

             Queue- assign lable to it

               add queue logic here

               goto Queue label above

This way you do not go all the way up, but queue at the last select resource.  You may also want to consider adding some delay between selecting another queue to give some time for agents to become available.

HTH,

Chris

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