01-26-2012 08:41 AM - edited 03-14-2019 09:15 AM
Hello,
I have three CSQs configured to escalate a call based on the amount of time a caller spends waiting. In Q1, after 90 seconds the call is escalated to Q2. In Q2, after 55 seconds a call gets sent to Q3. In Q3 the call stays until it's answered. Everything seems to be running fine, calls are sent between CSQs in the same script via go-to label. I've added all 3 queues to the Team so that the Cisco Supervisor can see how calls are moved from each queue, but for some reason the Supervisor shows that Q2 and Q3 calls are in Q1 (even though it's definitely not) Is this normal? Do I need to add a step before a call gets rerouted to another queue?
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01-26-2012 08:47 AM
You need to dequeue the call, before queuing another CSQ, simply use the dequeue step.
HTH,
Chris
01-26-2012 09:26 AM
Can you provide a screen shot of what you are seeing as well as screen shot of the script portion where you dequeue the call?
Chris
01-26-2012 09:41 AM
What if you change the dequeue step to dequeue all CSQs rather than a particular CSQ?
Chris
01-26-2012 08:47 AM
You need to dequeue the call, before queuing another CSQ, simply use the dequeue step.
HTH,
Chris
01-26-2012 09:15 AM
Hi Chris,
Thanks for replying. It's working a bit better, the calls are showing up in the other queues, but for some reason the call is still showing up as being present in the preceding queue. Any ideas?
01-26-2012 09:26 AM
Can you provide a screen shot of what you are seeing as well as screen shot of the script portion where you dequeue the call?
Chris
01-26-2012 09:33 AM
Hi Chris,
Here are the two screenshots. In the one from Cisco Supervisor Desktop, it shows 3 calls (one in each queue) but it's actually just one call making its way through. The dequeue step is allowing the other calls to show in the next
queues but it's not removing its presence from the previous one.
01-26-2012 09:41 AM
What if you change the dequeue step to dequeue all CSQs rather than a particular CSQ?
Chris
01-26-2012 10:15 AM
Thanks for the help, Chris. I was able to figure the rest out. Thanks for pointing me in the right direction.
01-26-2012 09:41 AM
Oh, I think I see the problem. I need to put which queue the call is to dequeue from in that step, then put in a go-to right under it. I'll change that.
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