Question of Using the Dequeue step

[Jason Amick]

I have a script that when a caller is queued for more than 3 queue loops that the caller is then dequeued from its original CSQ and set to and Overflow csq which has more agents skilled.  My question is when using the dequeue step within a script does the caller retain its hold duration/place in line when stuffed in the other queue?  Thanks!!

[Aaron Harrison]

Hi

No, it will be 'in place' from when it is inserted into the new CSQ. That is, if 4 calls joined the overflow before it, it will be 5th... It doesn't matter how long the call was in other queues or IVRs before then.

Of course, if all the calls reaching the overflow CSQ go through the same path, and a single 'original' CSQ then chances are they will be 'in order' and effecitvely maintain their position.

Aaron

[Jason Amick]

Thanks Aaron I think thats how it is setup as there is only one path through the original CSQ that will add calls to the Overflow CSQ.  So just to be clear if and if there were multiple CSQs that would then dump a call in the overflow CSQ the call would always be put in the back of the line even if its queued/hold duration was longer?

[Deepak Rawat]

[+5] to Aaron for his wonderful comments. I tried to find some solid documentation that can really clear the air about what you are asking but was not able to find one, not sure if one even exist for that matter. UCCX by design/default works on the concept of FIFO unless you are using the Set Priority step to increase the priority for some call as long as the call is within the single CSQ.

However, when the scenario like yours come into picture I really do not think it is entertained that way and most likely what Aaron is saying should be correct. I would rather depend on the results of testing and will adjust my script accordingly then if required to do so to be sure about this though.

Regards

Deepak

[Jason Amick]

Deepak/Aaron:

Thanks you both for your response, please let me know if you happen to come across any documentation on this or if you end up getting any additional results from your test script/lab.  Thanks guys!!