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UCCX Position in Queue

 

 

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MLoraditch at heliontechnologies

Mar 5, 2010, 12:18 PM

Post #1 of 5 (1910 views)
Permalink
UCCX Position in Queue

We tell our callers their position in the queue. We only use one queue. We don't take callers out the queue and put them back or anything like that.
How could a caller possibly be 4th then the next caller and then the 3rd caller in queue? Are there actions that can change this? I am not setting priorities on calls or manipulating them in any way that I know would change their position.
Thanks!


Matthew Loraditch, CCNA
1965 Greenspring Drive
Timonium, MD 21093
support [at] heliontechnologies<mailto:support [at] heliontechnologies>
(p) (410) 252-8830
(F) (443) 541-1593

Visit us at www.heliontechnologies.com<http://www.heliontechnologies.com/>
Support Issue? Email support [at] heliontechnologies<mailto:support [at] heliontechnologies> for fast assistance!


svoll.voip at gmail

Mar 5, 2010, 3:14 PM

Post #2 of 5 (1901 views)
Permalink
Re: UCCX Position in Queue [In reply to]

how many agents? could two calls have been taken before the oldest caller
got there position in the queue that said they were now 2nd in the queue?

could be a script issue, but I'm very limited in my scripting knowledge.

Scott

On Fri, Mar 5, 2010 at 12:18 PM, Matthew Loraditch <
MLoraditch [at] heliontechnologies> wrote:

> We tell our callers their position in the queue. We only use one queue. We
> don’t take callers out the queue and put them back or anything like that.
>
> How could a caller possibly be 4th then the next caller and then the 3rdcaller in queue? Are there actions that can change this? I am not setting
> priorities on calls or manipulating them in any way that I know would change
> their position.
>
> Thanks!
>
>
>
>
>
> *Matthew Loraditch, CCNA*
> 1965 Greenspring Drive
>
> Timonium, MD 21093
> support [at] heliontechnologies
> (p) (410) 252-8830
> (F) (443) 541-1593
>
> Visit us at www.heliontechnologies.com
> Support Issue? Email support [at] heliontechnologies for fast assistance!
>
>
>
> _______________________________________________
> cisco-voip mailing list
> cisco-voip [at] puck
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>


ealeatherman at gmail

Mar 5, 2010, 3:27 PM

Post #3 of 5 (1871 views)
Permalink
Re: UCCX Position in Queue [In reply to]

Hmm nothing comes to mind.

Is the CSQ just a simple resource group based or are there skills involved?

This could happen in the script but I can't think of any obvious way
if you aren't doing it deliberately.

One thing outside the box kinda would be to check your logic where
you are saying "Your are next" versus "You are 3rd".. maybe there is
just a glitch in your script were they are really 3rd or 4th but the
script is telling the caller next for some reason? Long shot, but
might be worth looking at.

On Fri, Mar 5, 2010 at 3:18 PM, Matthew Loraditch
<MLoraditch [at] heliontechnologies> wrote:
> We tell our callers their position in the queue. We only use one queue. We
> don’t take callers out the queue and put them back or anything like that.
>
> How could a caller possibly be 4th then the next caller and then the 3rd
> caller in queue? Are there actions that can change this? I am not setting
> priorities on calls or manipulating them in any way that I know would change
> their position.
>
> Thanks!
>
>
>
>
>
> Matthew Loraditch, CCNA
> 1965 Greenspring Drive
>
> Timonium, MD 21093
> support [at] heliontechnologies
> (p) (410) 252-8830
> (F) (443) 541-1593
>
> Visit us at www.heliontechnologies.com
> Support Issue? Email support [at] heliontechnologies for fast assistance!
>
>
>
> _______________________________________________
> cisco-voip mailing list
> cisco-voip [at] puck
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>



--
Ed Leatherman

_______________________________________________
cisco-voip mailing list
cisco-voip [at] puck
https://puck.nether.net/mailman/listinfo/cisco-voip


btalley at gmail

Mar 5, 2010, 3:38 PM

Post #4 of 5 (1904 views)
Permalink
Re: UCCX Position in Queue [In reply to]

Do you maybe have a goto step that's inadvertently looping the caller
out of the queue and back in to the queue in a different place? For
example, maybe back to the select resource step outside/above the
queue branch?

Sent from a mobile device with very tiny touchscreen input keys.
Please excuse my typos.

On Mar 5, 2010, at 2:18 PM, Matthew Loraditch <MLoraditch [at] heliontechnologies
> wrote:

> We tell our callers their position in the queue. We only use one
> queue. We don’t take callers out the queue and put them back or anyt
> hing like that.
>
> How could a caller possibly be 4th then the next caller and then the
> 3rd caller in queue? Are there actions that can change this? I am
> not setting priorities on calls or manipulating them in any way that
> I know would change their position.
>
> Thanks!
>
>
>
>
>
> Matthew Loraditch, CCNA
> 1965 Greenspring Drive
>
> Timonium, MD 21093
> support [at] heliontechnologies
> (p) (410) 252-8830
> (F) (443) 541-1593
>
> Visit us at www.heliontechnologies.com
> Support Issue? Email support [at] heliontechnologies for fast
> assistance!
>
>
>
> _______________________________________________
> cisco-voip mailing list
> cisco-voip [at] puck
> https://puck.nether.net/mailman/listinfo/cisco-voip


kevin.damisch at vitalsite

Mar 5, 2010, 3:56 PM

Post #5 of 5 (2136 views)
Permalink
Re: UCCX Position in Queue [In reply to]

Good thought Ed. If they are custom wav files, open them in Media player to make sure "3rd" is actually spoken in the 3rd.wav file, etc. If you are doing some type of prompt generation, create a variable that tells their position in queue and run some reactive debugs to see what value shows up when you get put in queue.

How easy is it to replicate? Can you post a screenshot of your queuing section in the script?


-----Original Message-----
From: cisco-voip-bounces [at] puck [mailto:cisco-voip-bounces [at] puck] On Behalf Of Ed Leatherman
Sent: Friday, March 05, 2010 5:27 PM
To: Matthew Loraditch
Cc: cisco-voip [at] puck
Subject: Re: [cisco-voip] UCCX Position in Queue

Hmm nothing comes to mind.

Is the CSQ just a simple resource group based or are there skills involved?

This could happen in the script but I can't think of any obvious way
if you aren't doing it deliberately.

One thing outside the box kinda would be to check your logic where
you are saying "Your are next" versus "You are 3rd".. maybe there is
just a glitch in your script were they are really 3rd or 4th but the
script is telling the caller next for some reason? Long shot, but
might be worth looking at.

On Fri, Mar 5, 2010 at 3:18 PM, Matthew Loraditch
<MLoraditch [at] heliontechnologies> wrote:
> We tell our callers their position in the queue. We only use one queue. We
> don’t take callers out the queue and put them back or anything like that.
>
> How could a caller possibly be 4th then the next caller and then the 3rd
> caller in queue? Are there actions that can change this? I am not setting
> priorities on calls or manipulating them in any way that I know would change
> their position.
>
> Thanks!
>
>
>
>
>
> Matthew Loraditch, CCNA
> 1965 Greenspring Drive
>
> Timonium, MD 21093
> support [at] heliontechnologies
> (p) (410) 252-8830
> (F) (443) 541-1593
>
> Visit us at www.heliontechnologies.com
> Support Issue? Email support [at] heliontechnologies for fast assistance!
>
>
>
> _______________________________________________
> cisco-voip mailing list
> cisco-voip [at] puck
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>



--
Ed Leatherman

_______________________________________________
cisco-voip mailing list
cisco-voip [at] puck
https://puck.nether.net/mailman/listinfo/cisco-voip

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