Name of tasktag how calcule priotiry agent group

[toniavaya]

Hello everybody I'm have dificults with to distribute the calls for diferents agents groups.
I'm trying to order in taskflow - source priority groups with a CCK_priority, but i dont now this tastag cck its for the priority of agent group or what is for this.

I tryied with skills and i cant do that works.

The original post with my complete problem is this:

https://www.tek-tips.com/viewthread.cfm?qid=1796765

 

[janni78]

You really need to describe exactly what you're trying to achieve or it's impossible to point you to the right direction, although I suspect it will still come down to that you need to use skills to make it work.

"Trying is the first step to failure..." - Homer

 

[toniavaya]

yes, my problem is with the use of skills, because when a call is in queue, does not distribute with priorirys, the call in queue is distribuied with the time in queue.

 

[janni78]

The priority of a call is configured in the topic settings, then you use the TaskTag c.queuePrio in Source Priority Groups to route calls based on that priority setting.
This will make the highest priority call always to be routed first.

"Trying is the first step to failure..." - Homer

 

[toniavaya]

But the priority in topic is a call with global priority. I want a priority depending if the user connected is a user in group A or other group.
I want when a call in queue is a topic A, enter with prioriry in users A, and if the call is for topic B, the users of topic B take this call, and take calls for other groups only when a agent dont have calls in his topic.

 

[toniavaya]

If a call in A is with 2min of queue and a call in B is with 5min in queue, and I only have a group A user, I want the call of topic A enter with a user in group A, and only enter the call in B when the user in group A is free. If the group A have calls, the user A dont take a calls of B.

I only need the wait time for a calls of the same group or when I have calls in group A and B and only agent in group C, the agent of group C take a calls of A and B when C doesnt have calls, and take the calls of A and B for the wait time of these. At the moment when enter a call in C, the user of group C take the call in C.

 

[janni78]

Okay, so if I understood this correctly agents in Group A should only get calls from Topic B if there are no calls queuing in Topic A regardless of wait time?

In that case I think you need to test in the following order in your TaskFlows

Topic A
Test Group A
(Logic) q(Topic B).callsInQueue == 0 -> Test Group B

And vice versa in Topic B

"Trying is the first step to failure..." - Homer

 

[toniavaya]

yes, I tried this, but if in this case the agents of B are busy, and dont have calls in B cueue, the call of A is tranfered to the cueue of B, and if a user of A is available, the call of A now is in the cueue of B, and not enter to agent A. I tried a lot of possibilitis with the taskflow and i cant get this.
I tried to create a bucle fof check all cueue all time and avaya say me incorrect connection when i try to do a bucle...

When I dont have queue the skills works perfecty. But I cant get when a call is in cueue of A, enter to B only if B dont have calls and agent of B are available, if not, the call remaning in cueue of A and enter to agent A is available unless when a agent of other group dont have calls.

Is a easy structure, but is difficult to explain and my english is bad, sorry and thanks.

 

[janni78]

You don't transfer the call to Topic B, you just test it against several Agent Groups in Topic A

"Trying is the first step to failure..." - Homer

 

[toniavaya]

when i have a call in a announment of queue, this call only left the announment when the previous logic change the output. This works if i can do put a 4 logics with a multiplexor befor the anouncement, and when a one of this logics change the output, transfer the call to another group of agents, and put in one to one logic "agent available in B and no queue in B", is the only way i see to transfer the call to another group only when this call is tranfered direct to a agent in another group of agents.