Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. If you'd prefer to explore, try our test area to get started. And see here for current known issues.

New Member

Cisco CRS ver. 3.1(3) IPCC Express with multiple CSQs

Hi,

We have Cisco CRS ver. 3.1(3) IPCC Express with multiple CSQs and have agents inside them with

multiple skills.

The problem is that some queued calls with a lower priority are given to an

agent before a higher priority one.

Example: We had 5 calls holding in the General Customer Service queue and 2 in Retail queue.

The Retail agents have an “1” priority for General Customer Service and a “5” priority for

Retail calls. Whenever a Retail agent was available for a call, the General call went to the

agent before the Retail one.

Do you know why this is happening and what is the remedy?

Thanks

-Tennisman.

1 REPLY
New Member

Re: Cisco CRS ver. 3.1(3) IPCC Express with multiple CSQs

Check the resource selection criteria within the CSQ configuration and make sure it is set to Most Skilled. Also, were there General Customer Service agents available?

103
Views
0
Helpful
1
Replies