UCCX Transfer Call to Expert first

Version 1
    This document was generated from CDN thread

    Created by: Stephane Ouzilleau on 30-03-2010 07:44:23 PM
    Hello,

    I'm looking to update my support script to give priority to Expert Agents first.

    The actual setting send the call to the most skilled agent, so if my best agents 9/10 and 10/10 are already on a call.
    The system will send the call to a lower skilled agent 6/10
     
    I would like the script to keep the call for 3 minutes on-hold, in case an Expert get available.
    Before sending the call to a lower skilled agent.
     
    I don't want to create another CSQ, since I would like to get only 1 report at the end of the month.
     
    Stephane

    Subject: RE: UCCX Transfer Call to Expert first
    Replied by: Pat Coleman on 26-04-2010 08:05:32 PM
    Stephane,
     
    You should be able to loop the call for the 3 minute time limit with the script and then after 3 minutes include the lesser skilled group.  Depending on the lenght of your hold message and music on hold you can just loop it through a few times to add up to 3 minutes then include the new group.
    Pat

    Subject: RE: UCCX Transfer Call to Expert first
    Replied by: Steven Pawlak on 22-09-2010 04:02:38 PM
    Stephane, 
     
    There is no way to do what you want without having a second CSQ for the lower people. The system tries to get a call to an agent, that is it main purpose. It will try the higher skills first, but ultimately run down thru all the competencies until it gets to a person. 
     
    The only other thing would be to keep all the low skill people in not ready and then at 3 minutes in queue have some way to notify them to go ready, like a Place Call step to a buzzer or shared line that rings but does not get answered. 
     
    The downside is that when all the low skills go ready, all extra calls in queue will get answered by them.