IPCC, apply the skills of a CSQ

Hello

Here's my question.

Once I configured the CSQ and the skills and resources (agents) are configured using the CRA Editor, what should I do in order to find the resource with the appropriate skill.

What I would do in the script?

Thanks in advance for your help.

Orlando.

Hello

Step select a resource offers a call to a queue of Service Contact (CSQ), which contains a game associated with agents that are able to treat a certain type of appeal. The incoming call will be provided by one of the available agents in the CSQ.

Consider your example.

There are six agents Agent1... Agent6, 3 HelpDesk, SpE and management skills.

There are a 3 CSQs - CSQ1 to CSQ3

Agent1 and Agent2 has jurisdiction HelpDesk (6)

Agent3 & Agent4 has skill HelpDesk (5) & SpE (6)

Association5 & Agent6 a skill = HelpDesk (4) & SpE (5) & (6)

The title of the CSQ1 resources are

Agent1

Agent2

Agent3

Agent4

Association5

Agent6

Assume that the 'selection criteria' for CSQ1 are "more qualified".

Consider the following script

---> Start

---> other steps

---> Select Resource (CSQ1)

---> Connected

---> Queue

....

In step 'Select a resource' is executed, the system checks for resource available in CSQ, CSQ1. As the selection criteria for the CSQ1 is "Smarter", the system checks if the highest skills agents are available. In our case, it's Agent2 and Agent1 with highest skill HelpDesk (6). Since there are equal, the system checks for longest available agent. If Agent2 and Agent1 is not available, next qualified resource (Agent3 and Agent4) etc. control system

Consult the guide of the developer of the Application to use the step "select a resource.

http://www.Cisco.com/univercd/CC/TD/doc/product/voice/sw_ap_to/apps_3_0/English/admn_app/develop/ipicd.htm#1042798

You can also view the default script icd.aef that uses step 'select a resource.

Editor step reference guide may also be useful

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/step.pdf - Pg.No:13 - 8.

Concerning

Yogi

Tags: Cisco Support

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