Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
The Precision Queue node includes a Priority field, which sets the initial queuing priority for the calls processed
through this node versus other calls queued to the other targets using different nodes. The priority is expressed
as an integer from 1 (top priority) to 10 (least priority). The default value is 5.
through this node versus other calls queued to the other targets using different nodes. 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 Precision Queue 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 Precision Queue
becomes available and two calls are queued to that Precision Queue. If one call has priority 3 and the other
has priority 5, the call with priority 3, the lower value, is routed to the Precision Queue while the other call
continues to wait. If the priorities of the two calls are same, then the call queued first is routed first.
the lowest priority number is routed to the target first. For example, assume an agent in a Precision Queue
becomes available and two calls are queued to that Precision Queue. If one call has priority 3 and the other
has priority 5, the call with priority 3, the lower value, is routed to the Precision Queue while the other call
continues to wait. If the priorities of the two calls are same, then the call queued first is routed first.
VRU script instructions are not sent to the VRU. If a call enters the Precision Queue node and no resource is
available, the call is queued to the Precision Queue and the node transfers the call to the default VRU, if the
call is not already on a VRU. The script flow then exits immediately through the success branch and continues
to a Run External Script node to instruct the VRU what to do while holding the call until an agent becomes
available. Typically, this invokes a Network VRU Script that plays music-on-hold, possibly interrupted on a
regular basis with an announcement. The script flow can also use other queuing nodes to queue the same call
to other targets, for example, Queue to Skill Group and Queue to Agent.
available, the call is queued to the Precision Queue and the node transfers the call to the default VRU, if the
call is not already on a VRU. The script flow then exits immediately through the success branch and continues
to a Run External Script node to instruct the VRU what to do while holding the call until an agent becomes
available. Typically, this invokes a Network VRU Script that plays music-on-hold, possibly interrupted on a
regular basis with an announcement. The script flow can also use other queuing nodes to queue the same call
to other targets, for example, Queue to Skill Group and Queue to Agent.
Precision Queue Properties Dialog Box - Static Precision Queue
The following list describes the Precision Queue Properties dialog box for a static Precision Queue script
node.
node.
Figure 89: Precision Queue Properties dialog box—Static Precision Queue
The following property is unique to static precision queues:
• Drop-down list—To route calls that enter this node to a static Precision Queue, you must select a
Precision Queue from the list.
The following properties are common to static and dynamic precision queues:
• Select Precision Queue radio buttons—You can select one of the following options for each a Precision
Queue:
◦ Statically—Select this option to choose a single Precision Queue to be selected for all the calls
that enter this node.
◦ Dynamically—Select this option to select a Precision Queue on a call-by-call basis based on a
formula.
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 9.0(1)
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Network VRUs
Precision Queue Properties Dialog Box - Static Precision Queue