CSQ seems to be ignoring Priority changes inside queue loop

[KCavinee607]

I've been asked to prioritize external callers in a Help Desk queue.

To do so, I'm evaluating the Calling Number and assigning a Priority of 2 to calls where CallingNumber.length does not = 4. That appears to be working as expected.

However, I've also been asked to prioritize calls that have been waiting in queue longer than 4 minutes so that internal callers don't end up waiting forever if there's a sudden influx of external calls. For that, I'm evaluating the Current Wait Duration at the end of the queue loop and assigning a Priority of 3 (internal) or 4 (external) if the Current Wait is > 4 minutes. (see attached for script excerpt)

When i run the script thru debug, I can see that the desired Priorities are being assigned where appropriate. The correct priorities are also represented in the CSQ Priority Summary report (see attached). However, it seems as though the priorities assigned inside the queue loop are being ignored when the system determines which call to send to the next available agent.

Any suggestions?

Thanks! 

[Mark Swanson]

The default priority is 1. The highest priority level is 1, the lowest priority is 10. 

My advice would be... change the priority level at the beginning of the script, that way, you can avoid the default value. Then, you can adjust (increase) the priority based on the calling number or queue time. For example)

All calls would be assigned priority 5 after the ACCEPT step.

And then, you can assigned priority 4 to internal numbers.

Calls queued longer than X minutes would be assigned priority 3.

VIP callers could be assigned priority 2 or 1... whatever.

If you want to identify VIP callers, then create and upload an XML Document to the Repository. You can GET (Read) this document to identify VIP callers. Of course, you would need to maintain (update) this document as needed.

[Chris Deren]

This is not correct, 10 is highest priority and default 1 is lowest:

https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/programming/guide/EditorSeriesVol2.pdf

Do you have Premium edition of CCX as Priority step only works with Premium and not Enhanced or Standard?

[Mark Swanson]

I stand corrected. I should've verified the lowest and highest priority levels before posting rather than trying to recall something I did several years ago while working in the lab. Since you were able to change the priority level from 1 to 2 and successfully test it, then I assumed you had a premium license. If so, which version of UCCX do you have? This might be a bug or perhaps, there's a minor misconfiguration within your script(s). I can't view your attachments right now but I will take a look later tonight.

[Mark Swanson]

Okay, I reviewed the attachments. Your script is working as designed, meaning, the CSQ Priority Report displays how many calls were assigned priority 1 thru 4. The problem is... you're increasing the priority level for both internal and external callers. Priority 4 (external callers) is going to take precedence over priority 3 (internal callers) when they exceed 4 minutes in the queue. You only need to increase the priority level of the internal callers who exceeded the queue threshold.

Personally I wouldn't excessive change the priority level for both internal and external calls. By doing so, you're impacting the basic concept of FIFO. My advice is... look into skill groups. You can create two skills based CSQ and assign them to your agents. If you really want/have to, you can increase the priority level for certain calls.