UCCX - Prioritizing CSQs

Answered Question
Oct 14th, 2008

Is there a way to prioritize CSQs in UCCX? If two seperate calls come in to two seperate applications and then to two seperate CSQs....is there any way to prioritize one call over the other. Also, both CSQs use the same agent resources. So a single group of agents is handling multiple CSQs.

I have this problem too.
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Correct Answer by Chris Deren about 8 years 3 months ago

Trust me, I've done it many times. Alos, there's been many discussions on this topic here, so you should be able to perform a search.

HTH, please rate all useful posts!

Chris

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Chris Deren Tue, 10/14/2008 - 18:07

Sure, you can use the Priority step in the script. Remember the prioritzation will only apply if the call ends up in queue, as if there is an agent avaialble that can handle either one of these CSQ calls he/she will receive the first one as there is no way to tell the call to wait as there may be another call coming with higher priority.

Chris

zpadilla Wed, 10/15/2008 - 06:08

But the priority step only applies to calls within a CSQ, correct? I wouldn't think that a priority marking in one CSQ would know about a priority marking in a second CSQ.

Chris Deren Wed, 10/15/2008 - 09:34

Priority will work accross CSQs.

HTH, please rate all useful posts!

Chris

zpadilla Wed, 10/15/2008 - 11:04

Hmm? Thank you for the response, but I've heard the opposite from Cisco TAC. I'm going to set this up in a test environment and verify.

Thank you!

Correct Answer
Chris Deren Wed, 10/15/2008 - 11:33

Trust me, I've done it many times. Alos, there's been many discussions on this topic here, so you should be able to perform a search.

HTH, please rate all useful posts!

Chris

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