How IPCC distributes calls

[fgasimzade]

Hello everyone

Actually, the question is in the topic name, I am wondering how IPCC distributes calls to the agents and is it possible to change this behaviour

Thank you!

[Gergely Szabo]

Hi,

the answer is simple: it distributes calls the way you configure it.

Most likely, it would be the Longest Available Agent, for both UCCE and UCCX. However, both tools give you granular tools to route the calls to the agent.

G.

[fgasimzade]

Thank you Gergely

Do you know where exactly it can be configured? IPCC version 5

[Gergely Szabo]

Hi,

there's no such thing as IPCC anymore.

Either contact center express (UCCX) or enterprise (UCCE). Both have version 5.

Actually, both UCCX 5 and UCCE 5 are outdated.

G.

[fgasimzade]

I am sorry, we are using UCCX 5, and I am wondering if you know where can I change call distribution behaviour

Thank you

[Gergely Szabo · Accepted solution]

Hi,

you would probably want to change the CSQ settings.

G.

[fgasimzade]

Yes, thank you, but I can not locate these settings on UCCX web page

Do you know the path?

[Gergely Szabo]

I don't. As I said, UCCX 5 is so old it's not used anywhere anymore.

Well, keep clicking, you will find it around the CSQ settings.

G.