Cisco Cisco IP Contact Center Release 4.6.1 User Guide
Prioritizing Calls
When a call is queued to a skill group because there are no agents available, the Queue to Skill
Group node sets the call's priority. The Queue Priority node can then promote the call's priority
based on time the caller has waited. The call can be queued to multiple skill groups with the
same or different priorities.
Group node sets the call's priority. The Queue Priority node can then promote the call's priority
based on time the caller has waited. The call can be queued to multiple skill groups with the
same or different priorities.
If there are calls in the agent's skill group queues when an agent becomes available, the agent
will be presented with the highest priority (1-10 with 1 being the highest priority) call that has
waited the longest within the skill group(s) that the agent is assigned to.
will be presented with the highest priority (1-10 with 1 being the highest priority) call that has
waited the longest within the skill group(s) that the agent is assigned to.
Checking for Available Agents
A script that routes to IPCC agents needs to check for an available agent within a skill group.
If an agent is not available, then the script should use a Queue to Skill Group node. The script
execution will end when an agent becomes available or when the caller disconnects.
If an agent is not available, then the script should use a Queue to Skill Group node. The script
execution will end when an agent becomes available or when the caller disconnects.
Using the Select Node
You can use the Select node to check for the Longest Available Agent (LAA). However, the
Select node cannot check for Minimum Expected Delay (MED) of a service, because IPCC
skill groups do not have a valid expected delay because the calls in the queue are on the IVR
PG service.
Select node cannot check for Minimum Expected Delay (MED) of a service, because IPCC
skill groups do not have a valid expected delay because the calls in the queue are on the IVR
PG service.
Do not put LAA Select nodes after a Queue to Skill Group node for the same skill group. This
node can only be used if the call is not already queued to a skill group.
node can only be used if the call is not already queued to a skill group.
There is, however, a lengthy workaround to determine the MED for a call using an IF node.
See
See
Queuing to a Skill Group
If you use the Queue to Skill Group node instead of Queue to Enterprise Skill Group, then do
not use the base priority within the Queue node unless the option is enabled in the router through
the registry. If agents are assigned to base skill groups, use base skill groups in this node; if they
are assigned to sub-skill groups, use sub-skill groups.
not use the base priority within the Queue node unless the option is enabled in the router through
the registry. If agents are assigned to base skill groups, use base skill groups in this node; if they
are assigned to sub-skill groups, use sub-skill groups.
If the script has both Queue to Skill Group and Queue to Enterprise Skill Group nodes, then do
not include skill groups defined within the Queue to Skill Group nodes that belong to the
enterprise skill groups that are defined within the Queue to Enterprise Skill Group node.
not include skill groups defined within the Queue to Skill Group nodes that belong to the
enterprise skill groups that are defined within the Queue to Enterprise Skill Group node.
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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Chapter 11: Scripting in an IPCC Environment
Prioritizing Calls