uccx priority queing with DBlookup

[ageloskapousizis]

Hi,

I have a customer who has a small Call Center for his customers. It is based on UCCX 7 and has 3 CSQ and two group of agents. They want for one of the CSQ, to have priority queing. For example, when a customer with DNIS 1111 dial in, goes to the queue with the normal priority. When another customer with DNIS 2222 dial in, it needs to go on the top of the queue because it has higher priority. I thought that I need to get the DNIS of the customer, then make a DBlookup into a database that they will keep the customer data and if the DNIS is contained into the database, then the call will get higher priority and go on the top of the queue. My problem is that I don't know much related to databases and not so experienced with the scripting related to advanced things. Is there any available script as an example for this?

Thank you in advanced.

Agelos

[frzhang]

For queuing priority, page 17-30. For DB, 11-1

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/uccx70edgs.pdf

[ageloskapousizis]

Thank you very much for this. I believe this covers my problem.

Thanks a lot.

Agelos