I have a Premium UCCX 9.0.2 whit this configuration:
The 2 CSQs is including the same agents that means that the same agents have 2 different skills (same skill level):
The customers can choose in the IVR menu option1 for urgent requests or option2 for ordinary requests.
the customer asks that the urgent request calls (that arrive from menu option 1) have higher priority than ordinary request calls.
This means that when there is a single available agent with 2 skills (Urgent and Ordinary), at the arrival of 2 simulaneous calls (one urgent and one ordinary) the urgent call should be served by the available agent first.
And if an ordinary call arrives and there are calls on hold in the Urgent_Request_CSQ be givenpriority tourgent calls on hold
Simply use the Priority step in your script, after option1 is made set the priority to be higher from default. Keep in mind though that calls never arrive at the same time, so if an agent is ready the first call that arrived will be taken, however when all agents are busy and calls stack up in queue the priority of the call will move the urgent calls ahead of the line.
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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 ...