Cisco Cisco IPCC Web Option Release Note

If an agent becomes available in one of the skill groups or at one of the scheduled targets, the
call is routed to that resource.

Note: If the current call is not at a VRU when the Queue node executes, ICM software sends
the call to the associated Network VRU. (This does not apply to Type 2 or Type 8 VRUs, which
are VRUs at customer premises.)

You cannot reference two types of targets (skill groups and scheduled targets, for example)
within a single Queue node. However, you can execute multiple Queue nodes sequentially to
queue a call to different target types.

The Queue node includes a Priority field, which sets the initial queuing priority for the calls
processed through this node versus other calls queued for the same target. The Priority is
expressed as an integer from 1 (top priority) to 10 (least priority). The default value is 5.

If more than one call is queued to a group when an agent becomes available, the queued call
with the lowest priority number is routed to the target first. For example, assume an agent in a
skill group becomes available and two calls are queued to that skill group. If one call has priority
3 and the other has priority 5, the call with priority 3, the lower value, is routed to the skill group
while the other call continues to wait.

Note: The Queue node does not actually result in instructions being sent to the VRU. When
queuing occurs the Queue node exits immediately through the success branch and the call is
assumed to be at the VRU; the script should then continue with a Run External Script node to
instruct the VRU what to do while holding the call until an agent to becomes available. Typically
this would invoke a Network VRU Script that plays music-on-hold, possibly interrupted on a
regular basis with an announcement.

Following is the Properties dialog box for the Queue node:

Figure 83: Queue to Skill Group Properties

ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)