Agent Reservation by Precision Queue UCCe 9.0

Oleh Doroshenko · ‎10-08-2013

Hi all.

Desired scenario in UCCE:

Customer hits button "connect to agent" in IP IVR menu. Call goes to Precision Queue node in ICM than select agent(reserve or remember variable with agent ID) and only if agent gets reserved play prompt for 10 sec. The core of request is to reserve agent before playing prompt.

This feature is available in UCCX but i dont figure out this in UCCE.

Any hints in performing desired scenario are highly appreciated.

oabulaban · ‎10-09-2013

what do you mean by "play prompt for 10 seconds"? what type of prompt?
would the prompt be played to caller or agent? and anything specific to be said in the prompt?

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Oleh Doroshenko · ‎10-09-2013

It would be played to Caller.

1)Caller placed to PQ, there are no available agents so call is queued.

2) Agent becomes available and so it reserved.

3) Caller hears additional promt, Like "Your call will be recorded..."

4) Caller get connected to reserved agent

oabulaban · ‎10-09-2013

i think what you can do with ucce to get this working is to use the "agent greeting" functionality.. but instead of playing a greeting, save all greeting prompts with thr message you wish to play

this will allow the message to be played once an agent answers the call

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Oleh Doroshenko · ‎10-09-2013

We have no CVP. Just IP IVR.

Idea is worth considering.

oabulaban · ‎10-10-2013

well, the other way would be to play the prompt before queueing the call

other than that, i personally dont see a way to do it

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Oleh Doroshenko · ‎10-10-2013

yes, I personnally dont see problem playing before queuing but customer dont accept it.

oabulaban · ‎10-10-2013

I don't really remember how IPIVR used to work, so can you answer me this:

- when an agent is put on reserved, what does the customer hear? does he hear ringback?

- if ringback, any idea where it is coming from ? (for CVP, its a file on the gateway... for IPIVR ?? )

maybe thats the file you can change, wherever it is, and if possible.. and then you'll have to tell the agents to keep phone ringing for 2 rings before replying