ICM script distribution incoming call

[Yasid.ramli1]

Hello everyone,

I’ve a ICM script working on PCCE base on Long Availabel Agent (LAA). Is it possibles if I change the distribution call base on minimum handling call time instead of LAA ?

we’ve been tried a couple formula consist : HandledCallsTalkTimeTo5, TalkInTimeTo5, but the algorithm still persist refer to LAA.

Is there any idea how to configure the formula on script?

[bill.king1]

Not sure why you'd want to distribute them in that manner, it would seem like a way to burn out/penalize some of your agents, but use a Route Select node instead of a LAA node.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_5_1/Maintenance/Guide/ucce_b_scripting-and-media-routing-guide/ucce_b_scripting-and-media-routing-guide_chapter_0100.html#CCMP_RF_SA0C74E...

[Yasid.ramli1]

Hi Bill

Thanks for your reply.

I've already used custom with Select Node but the distribution call still base on LAA, so do you have any idea in order to get the custom formula base on the minimum talk time.

why you'd want to distribute them in that manner?

because my costumer can reach equal Talk time for each agent. my customer ask this request because on Avaya already used this call distribution (base on handling time)

thanks

[david.macias]

I don't think this is possible out of the box. There's just not a good busy/talk time agent stat available in real time. One very convoluted way of solving this would be to created some kind of middleware which goes into reporting and finds the busy time and sorts the agents by least busy then passes that to ICM or CVP for agent distribution one by one. This would not be pretty, but I think it would get you close to what you want.

david

[Yasid.ramli1 · Accepted solution]

Hi All

Thanks for the reply to my discussion.

after an open case and discussing with Cisco TAC, this feature is not currently available in the UCCE/PCCE. and Cisco can open an enhancement request for distribution by occupancy. 

I share id for this feature.

CSCvp59558 - Agent selection based on the occupancy for PQ and SG

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvp59558/?rfs=iqvred