UCCX call lines expectations

Currently we run 8.0.2 UCCX and have a multi queue helpdesk.  Agents have multiple skills assigned to them.  We have a request now add a prompt to just 1 queue which will increase the priority of this call and only affect this queue.  From my understanding, raising the priority of queue will affect all other queues and give this priority call presedence over all calls queued upward rather than only those of this queue.  Is there a way I can work around this problem?  Thank you.

Hi David

Basically you assign a priority to a call, and calsl are delivered FIFO for each priority group in descending order. So say you call Pri 5, then it will be delivered before the groups calls low-priority even if they have been in the queue longer.

It is therefore a top priority and you want to use selectively to avoid at the expense of lower priority calls.

As you say, if you have multiple queues, but all are served by the same pool of agents, this will affect all of the queues as it prevails on the map of FIFO.

The only other way to make a priority of calls is the indirect approach to allocation of competencies for the "priority queue" to more agents.

Aaron

Tags: Cisco Support

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