We have ICM Version 7.2.5 running on our contact center setup along with CVP 7.0. Here we have some scenario as required by the customer:
We have two differnt skill group namely Custmoer care and Technical Support. We are getting call1 for cust care, call2 for cust care ,call3 for tec support and call4 cust care.In this case we need to serve call4 for before call3 were we have differnt scripts running for each skill group.
Kindly suggest your recommendations on the above and guide me to take it further.
You can lower the priority of calls in queue either by editing the settings of the queue node or placing a priority node after you queue the call. In your case you would lower the priority of calls in your tech support script. Default priority is 5, and lower numbers correspond to higher priorities, so you would change your tech support priority to 6 for example. Keep in mind if you lower the priority, those calls will always go to the back of the line behind higher priority calls. Careful you don't squeeze these callers out completely.
Thanks for your response. The above will work when both the skills are in the same ICM script. But kindly let me know how it will work if we are keeping each skills in differnt scripts and can you please explain me how to do it.
No that priority applies across the entire system. When you set a call's priority the router will obey that priority for all queue's for that call, no matter what script each call is using. Change the priority via the priority setting in your queue node properties, or place a priority node after your queue node and set your desired priority there.
The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...
This document describe how DST changes and how time changes are
implemented in DST. Daylight Saving Time (DST) is the practice of
setting the clocks forward 1 hour from standard time during the summer
months, and back again in the fall, in order to make b...