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Community Member

CCX 9 - Lost position in Queue

Just out of curiosity, has anyone experienced a case when a user's position in queue was lost.  They were on hold 1st in the queue, then a second caller calls in, then they got bumped to 2nd?  This has been working flawlessly the last several months this has been in place, but we just got a complaint that it has occurred.  The CCX is located at a different location to the phones of where the problem was experienced.

 

Attached a screen shot of the CCX script.

Everyone's tags (2)
3 REPLIES
Hall of Fame Super Silver

Couple of possible things

Couple of possible things:

Call RONAed and call was re-queued with higher priority

You are prioritizing some calls over others, i.e. priority step is used somewhere in this or another script that queues the same CSQ

Chris

Community Member

I agree, somewhere in the

I agree, somewhere in the script you are prioritizing calls.

Community Member

Thanks for the follow up

Thanks for the follow up replies.  I'm reviewing the script to see if there's anything that's causing calls to have a higher priority.

 

JP

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