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UCCX - Priority Queuing

All,

UCCX newbie here...

I have setup a fairly standard IVR with distribution to 2 CSQs using FIFO. As part of the IVR, Option 2 transfers via an Inter-Cluster Trunk to another UCM cluster. There are likely scenarios where the agent answering the call on the other end of the ICT may have to transfer the call back to the originating contact center. What I would like to do is enable priority on the transfer back to the original contact centre using the existing 2 CSQs.

Is this possible and any pointers please?

Thanks

D

1 ACCEPTED SOLUTION

Accepted Solutions
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Cisco Employee

Hi D,

 

Please go through the below support forum documents that will guide you in the right direction on how to achieve this.:

https://supportforums.cisco.com/discussion/12583001/uccx-priortizing-queue

https://supportforums.cisco.com/discussion/12555576/uccx-call-priority-based-ani

https://supportforums.cisco.com/discussion/12543246/uccx-call-subflow-set-priority

https://supportforums.cisco.com/discussion/12406316/setting-priority-certain-callers-while-queue

https://supportforums.cisco.com/discussion/11723006/ipcc-85-setting-set-priority-step-script

https://supportforums.cisco.com/discussion/11349776/uccx-priority-call-queuing

 

Regards

Deepak

View solution in original post

7 REPLIES 7
Highlighted
Cisco Employee

Hi D,

 

Please go through the below support forum documents that will guide you in the right direction on how to achieve this.:

https://supportforums.cisco.com/discussion/12583001/uccx-priortizing-queue

https://supportforums.cisco.com/discussion/12555576/uccx-call-priority-based-ani

https://supportforums.cisco.com/discussion/12543246/uccx-call-subflow-set-priority

https://supportforums.cisco.com/discussion/12406316/setting-priority-certain-callers-while-queue

https://supportforums.cisco.com/discussion/11723006/ipcc-85-setting-set-priority-step-script

https://supportforums.cisco.com/discussion/11349776/uccx-priority-call-queuing

 

Regards

Deepak

View solution in original post

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Participant

Thanks Deepak I will give these a read :)

D

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Hi

You could add a new trigger to the app, then use a 'get call contact info' step to get the called number.

Based on the call hitting that trigger you could then do an 'IF' callednumber=whatever SET PRIORITY=2

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
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Thanks Aaron. This sounds fairly straightforward and is in my comfort zone. :)

D

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Aaron,

Could I not just do this using 1 trigger in the application and match the called number?

D

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A call that is transferred back in will look like a new call to uccx.  But, you could check the calling number and confirm it is from an internal device.  If your users are in a different route pattern range than your route points.  Bump the priority up 1 if the call was from an internal extension.

If the call is an ICD call, then you can set enterprise variables, and just retrieve them when the script gets the call again.  If you see a variable has a value, you know it has been their before.  I set one of my variables as the priority.  Caller comes in again with a value as a priority.  I increase the value by one and set the variable to the higher value.  Every time a call is put back into a script, they are more important to get help.

I'd suggest looking at the enterprise data and then the calling party mask for every call that comes thru your script.

Highlighted

Yes, of course, if the numbers are known. However with moves/changes etc that might be more difficult than just instructing the agents to use a new number. You can even add a task button in CAD to automate the transfer back to the queue to streamline the process.

Regards

Aaron

Please remember to rate useful responses to highlight useful content..

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!