Prioritize calls to CSQ

jemima.spare · ‎06-12-2013

Hi all

I have an existing script called Finance which sends calls to a Finance CSQ. I need to set up another script (Suppliers) which sends calls to the same CSQ. However, I want all the Finance calls to be answered before the Suppliers calls. Can I de-prioritize the Supplier calls? Would I need to prioritize all the Finance calls?

If I do prioritze calls, will that affect them if they get sent to another CSQ?

UCCX 8.5.1

brad.modelle · ‎06-13-2013

Instead of the same CSQ, why not have two CSQs and two separate skills? One for Finance and one for Supplier. Set the Finance skill higher than the Supplier skill for all of your agents, and if there are calls from each, agents should get Finance calls before Supplier calls.

If that isn't as granular as you'd like to get or you want to record somehow which calls are prioritized as a data point, you can use the Set Priority step in the scripts based on which CSQ is assigned to either increment/decrement priority for any given call [between 1 and 10] or set them to a specific level.

Also, have a look at this support thread.

https://supportforums.cisco.com/message/3964780#3964780