|
Home > Archive > Voice over IP Cisco > December 2007 > 2 IPCC 4.x queueing questions
You are viewing an archived Text-only version of the thread.
To view this thread in it's original format and/or if you want to reply to
this thread please [click here]
| Author |
2 IPCC 4.x queueing questions
|
|
| Patrick Mowry 2007-12-26, 1:11 pm |
| Hello,
I have a customer that has two sets of agents. There request is that
if a call for billing comes in and the billing agents are busy, it
should be routed to the tech support group to handle the call. If the
tech support group determines the call has to be handled by a billing
agent specifically, they want to transfer the call back into queue with
high priority and to the billing agents only. And just to complicate it
they want an estimated wait time played while on hold for all queued
calls.
I'm looking at a single queue (because of the estimated wait time
requirement) with skills sets to separate the agents, and a separate
trigger point for the transferred calls to flag it differently to be
handled by the billing agents only.
So I have 2 questions. Does this sound like a good solution or should I
initially queue the call to 2 queues instead of using skill sets?
I have not needed to transfer a call from an agent back into IPCC
before. I have checks to catch calls that reach IPCC via CFD_all and
the like to prevent calls from looping. Are there any gotcha's I should
be aware of for an agent transferring a call back to IPCC, but to a
different trigger point?
Thanks and happy Holidays,
-Patrick
| |
| Jonathan Charles 2007-12-26, 7:11 pm |
| OK, you need IPCC Enhanced to do skills-based routing, no big deal if
you have it.
Assign the sales people a skill of 10 in sales and the tech support
people a 5 in sales.
Create a new JTAPI trigger and script that the tech support guys can
call and will set priority 10 on the call and then call the other
script in a subflow (with the actual select resource step) and pass
along the variables (priority, etc...)
Easy.
Jonathan
On Dec 26, 2007 9:19 AM, Patrick Mowry <pmowry@getgds.com> wrote:
> Hello,
>
> I have a customer that has two sets of agents. There request is that
> if a call for billing comes in and the billing agents are busy, it
> should be routed to the tech support group to handle the call. If the
> tech support group determines the call has to be handled by a billing
> agent specifically, they want to transfer the call back into queue with
> high priority and to the billing agents only. And just to complicate it
> they want an estimated wait time played while on hold for all queued
> calls.
>
> I'm looking at a single queue (because of the estimated wait time
> requirement) with skills sets to separate the agents, and a separate
> trigger point for the transferred calls to flag it differently to be
> handled by the billing agents only.
>
> So I have 2 questions. Does this sound like a good solution or should I
> initially queue the call to 2 queues instead of using skill sets?
>
> I have not needed to transfer a call from an agent back into IPCC
> before. I have checks to catch calls that reach IPCC via CFD_all and
> the like to prevent calls from looping. Are there any gotcha's I should
> be aware of for an agent transferring a call back to IPCC, but to a
> different trigger point?
>
> Thanks and happy Holidays,
>
> -Patrick
> ________________________________________
_______
> cisco-voip mailing list
> cisco-voip@puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
| |
| Patrick Mowry 2007-12-27, 1:11 pm |
| Thanks,
Just wanted to be sure there was no issue with transferring a call
back in from an agent.
Happy holidays,
-----Original Message-----
From: Jonathan Charles [mailto:jonvoip@gmail.com]
Sent: Wednesday, December 26, 2007 5:21 PM
To: Patrick Mowry
Cc: cisco-voip@puck.nether.net
Subject: Re: [cisco-voip] 2 IPCC 4.x queueing questions
OK, you need IPCC Enhanced to do skills-based routing, no big deal if
you have it.
Assign the sales people a skill of 10 in sales and the tech support
people a 5 in sales.
Create a new JTAPI trigger and script that the tech support guys can
call and will set priority 10 on the call and then call the other
script in a subflow (with the actual select resource step) and pass
along the variables (priority, etc...)
Easy.
Jonathan
On Dec 26, 2007 9:19 AM, Patrick Mowry <pmowry@getgds.com> wrote:
> Hello,
>
> I have a customer that has two sets of agents. There request is
that
> if a call for billing comes in and the billing agents are busy, it
> should be routed to the tech support group to handle the call. If the
> tech support group determines the call has to be handled by a billing
> agent specifically, they want to transfer the call back into queue
with
> high priority and to the billing agents only. And just to complicate
it
> they want an estimated wait time played while on hold for all queued
> calls.
>
> I'm looking at a single queue (because of the estimated wait time
> requirement) with skills sets to separate the agents, and a separate
> trigger point for the transferred calls to flag it differently to be
> handled by the billing agents only.
>
> So I have 2 questions. Does this sound like a good solution or should
I
> initially queue the call to 2 queues instead of using skill sets?
>
> I have not needed to transfer a call from an agent back into IPCC
> before. I have checks to catch calls that reach IPCC via CFD_all and
> the like to prevent calls from looping. Are there any gotcha's I
should
> be aware of for an agent transferring a call back to IPCC, but to a
> different trigger point?
>
> Thanks and happy Holidays,
>
> -Patrick
> ________________________________________
_______
> cisco-voip mailing list
> cisco-voip@puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
| |
| Jonathan Charles 2007-12-27, 7:11 pm |
| Nope, but you may run into reporting issues later...
The key thing here is that you will have a new script that calls the
main script, and a trigger for it that will go to that...
Jonathan
On Dec 27, 2007 9:25 AM, Patrick Mowry <pmowry@getgds.com> wrote:
> Thanks,
> Just wanted to be sure there was no issue with transferring a call
> back in from an agent.
>
> Happy holidays,
>
>
>
>
> -----Original Message-----
> From: Jonathan Charles [mailto:jonvoip@gmail.com]
> Sent: Wednesday, December 26, 2007 5:21 PM
> To: Patrick Mowry
> Cc: cisco-voip@puck.nether.net
> Subject: Re: [cisco-voip] 2 IPCC 4.x queueing questions
>
> OK, you need IPCC Enhanced to do skills-based routing, no big deal if
> you have it.
>
> Assign the sales people a skill of 10 in sales and the tech support
> people a 5 in sales.
>
> Create a new JTAPI trigger and script that the tech support guys can
> call and will set priority 10 on the call and then call the other
> script in a subflow (with the actual select resource step) and pass
> along the variables (priority, etc...)
>
> Easy.
>
>
>
> Jonathan
>
> On Dec 26, 2007 9:19 AM, Patrick Mowry <pmowry@getgds.com> wrote:
> that
> with
> it
> I
> should
>
|
|
|
|
|