10-05-2013 04:51 AM - edited 03-14-2019 12:32 PM
We are currently sending calls in queue to a 2nd call center when a set parameter/threshold is hit.
Parameter is set at 160 seconds, when the queued call hits that parameter it will be sent to the secondary call center.
(intTimeInQueueSeconds > intTimeToForceValue )
Is there a way to do this by ”percentage” of calls in queue?
Thanks
Denise
10-05-2013 07:01 AM
Denise,
What is your system?
Percentage of what? Are you asking about sending X % of calls to the 2nd call center and remaining calls would stay in this queue?
Chris
10-05-2013 07:48 AM
Hi Chris
We are runnng CCX 9.0.
"sending X % of calls to the 2nd call center and remaining calls would stay in this queue" - Yes this is what they would like to do.
Thanks
Denise
10-05-2013 08:19 AM
I don't have a UCCX system near me so I don't remember if there's an actual percentage step, but one easy dirty way of doing it would be to use math and a random number generator. Let's say you want to send 30% of the calls, each call that comes in you do a math step
if(rand()*1)<=.3,
then send to other call center
david
10-05-2013 09:37 AM
There is no built in formula, the only options are what David recommended or you could write /read counter to a database or xml file every time call arrives, and then check for the count to make the routing decision.
HTH,
Chris
10-07-2013 07:06 AM
Thank you !
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