Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
Adjusting the Priority of a Call in a Queue
You can override the priority of a call in queue set by the Queue node by using the Queue
Priority node (in the Queue tab of the Palette).
Priority node (in the Queue tab of the Palette).
Figure 84: The Queue Priority Icon
For example:
1. The original priority of the call in queue is set by the Queue to Skill Group node.
2. The call waits in queue for 20 seconds while the caller listens to an announcement.
3. Call control passes to a second Wait node.
4. If 20 more seconds pass without an agent becoming available, the Queue Priority node
executes and raises the call's priority in queue.
Notes:
•
Only use the Queue Priority node after a Queue to Skill Group node. Any subsequent use of
the Queue to Skill Group node results in setting the queue priority back to the original setting
for that Queue to Skill Group node.
the Queue to Skill Group node results in setting the queue priority back to the original setting
for that Queue to Skill Group node.
•
The Queue Priority node sets the priority for a call within all queues that the call has been
placed into. If a call only needs the priority raised in one queue only, a subsequent Queue to
Skill Group node for that skill group/queue only (with the new priority) should be used.
placed into. If a call only needs the priority raised in one queue only, a subsequent Queue to
Skill Group node for that skill group/queue only (with the new priority) should be used.
•
Queuing priorities should be handled very carefully. Just increasing Queue priority will not
get a call handled sooner. The effect depends on the other call in the queue. For example, if
all calls are treated using the example above, the priority increase will have no net effect. If
the script above is only used for the Platinum customers while the Standard customers script
leaves them at the default priority level, the effect is that all Platinum customer that have
been in queue for more than 20 seconds will be handled first regardless of other customers
in queue. This can be a dangerous practice, because while the delay for Platinum customers
is greater than 20 seconds, no Standard customer will ever be handled. The solution is to
increase the priority level for Standard customers as well, but only after they have been in
queue for a longer period, for example 3 minutes.
get a call handled sooner. The effect depends on the other call in the queue. For example, if
all calls are treated using the example above, the priority increase will have no net effect. If
the script above is only used for the Platinum customers while the Standard customers script
leaves them at the default priority level, the effect is that all Platinum customer that have
been in queue for more than 20 seconds will be handled first regardless of other customers
in queue. This can be a dangerous practice, because while the delay for Platinum customers
is greater than 20 seconds, no Standard customer will ever be handled. The solution is to
increase the priority level for Standard customers as well, but only after they have been in
queue for a longer period, for example 3 minutes.
Following is the Properties dialog box for the Queue Priority node:
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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Chapter 5: Network VRUs
Adjusting the Priority of a Call in a Queue