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.
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.
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
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!
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.
Sure it is, I would sightly revise it as following:
Select Resource - sHT_Parts
whatever needs to be done before expediting to other queues
Select Resource - sBNO_Parts
Select Resource - sPiano
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.