ICM - Selection of a queued call 1

[tompinuk]

All, Hi

For starters, I'm new to Cisco ICM and IPCC, so, I hope this is not a stupid question!

Assume I have two call queuing on an IP-IVR against ICM skills groups Sales and Support. A Support call has queued for 2 minutes and Sales call for 1 minute, both are the same priority.

I have an Agent who belongs to both skills groups BUT needs to take Sales calls before Support calls.

When this Agent goes Available, I believe ICM will deliver the Support call (i.e. longest queued).

Question: How would I get ICM to deliver the Sales call instead? Is this possible?

Thanks in advance, Regards, Tom

 

[vampirej]

One way to do this, without touching priority, is possibly using subskillgroup for the agent.
Another way is to alter the script to check for DNIS, if the DNIS matches the sales call, you could route to sale SG first, then support SG, and visa versa for support calls.

 

[tompinuk]

Vampire, thanks for the response.

From the little I know of the ICM environment, looking at the DNIS and subskilling would be great if the call had just arrived and was not yet queued (i.e. PreCall routing). The issue I have is that the calls are already queued in the CVP/IP-IVR.

Does ICM enable me to run another script when it detects an agent going Available (so I can select a specific call) OR does it just use the default rules of highest priority, longest waiting, I spoke about before?

Tom

 

[vampirej]

I think you could tackle this in 2 ways. When the call arrives, you can set a call variable to say, 1, for sales calls. That variable could then be passed onto the IP-IVR script for reference.

Then in your Queue to SG node, you could perhaps specify the condition to if callvariable is = 1, and the agent becomes available, send the calls to them.

I have a little thought into the above method, you'd probably need to repeat, i.e. have 4 SG in the node, with the first 2 having to check the call variable, and 2 without. Otherwise, you'd only be delivering calls to agents with CV = 1.

In terms of priority, I wouldn't go near SG priorities, you'd be openeing a can of worms. ;-)

Hope this helps.