For UCCE 7.0, what are the default queue limit

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Jul 19th, 2009
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Hi, I am fairly new to this product, I am wondering if there is any doc indicated the default queue limit settings, I couldn't find in the script that the set value node, so I guess it must be running using the default value. please advise, thanks

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Loading. Sat, 07/25/2009 - 00:00
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It is common for those coming from a TDM PBX background (say Avaya) to ask how big the queue is. Since on those platorms one can set a limit on the number of calls one can put into the ACDQ.

Once full, other callers will get a busy signal. On extremely busy call centers, this seems like a reasonable way to block calls when under heavy load.

ICM (UCCE) doesn't have a fixed limit like this, and the Call Router can keep queuing calls. There probably is a software limit, and it may be set in the Router registry. I don't know what it is.

To try to avoid putting callers into a "queue" when the number already queued is very high, you could check this in the Script before the "Queue To Skill Group" node - if this is what you need to do.



ilbobleung2009 Sat, 07/25/2009 - 06:24
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I am new to this world as well, I guess in the real practice, all you need to do is after carefully sizing the resources and pick a realistic queue limit as a globel user variable and set the variable as the one you picked

anwar-ahmed Thu, 11/05/2009 - 12:03
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I am looking for this solution for our icm contact center. Did you find the solution.

Thanks in advance


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