If an agent is in multiple queues and becomes available while there are calls waiting in those queues, what is the selection process to determine what queued call it will get? I have an agent in two queues (Site A and Site B) with Site A being local and Site B remote - how can i assure that if there are calls waiting in both queues the agent will have the Site A call assigned to them before the Site B call? Is it just simply putting a higher priority tag on it? I think right now it is just taking the call which is in queue longer.
The longest waiting contact at the highest priority will be offered to the agent first.
You can raise the priority of contacts using the Set Priority step within the AEF script. If you do this for all calls from Site A, it will always offer Site A calls to any agent who is skilled against that CSQ. Note that you cannot assign skill or CSQ priorities to agents, only contacts.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...