Tanner, Amy,
Thank you very much for your explanation. Sergio. Date: Wed, 21 Apr 2010 14:34:07 -0400 Subject: Re: [OSL | CCIE_Voice] UCCX Skill Groups From: ar...@ipexpert.com To: spoli...@hotmail.com; mjbe...@krollontrack.com; ccie_voice@onlinestudylist.com Sorry Sergio, I was not fully clear on that. Yes you are correct, scenario will work, granted the agent skills are equal to or above the minimum competence. I should have added that. Thanks, Amy --- Amy Ryan – CCIE #24677 (Voice) Technical Instructor - IPexpert, Inc. Mailto: ar...@ipexpert.com Telephone: +1.810.326.1444 Live Assistance, Please visit: www.ipexpert.com/chat <http://www.ipexpert.com/chat> eFax: +1.810.454.0130 IPexpert is a premier provider of Self-Study Workbooks, Video on Demand, Audio Tools, Online Hardware Rental and Classroom Training for the Cisco CCIE (R&S, Voice, Security & Service Provider) certification(s) with training locations throughout the United States, Europe, South Asia and Australia. Be sure to visit our online communities at www.ipexpert.com/communities <http://www.ipexpert.com/communities> and our public website at www.ipexpert.com <http://www.ipexpert.com/> From: Sergio Polizer <spoli...@hotmail.com> Date: Wed, 21 Apr 2010 14:20:20 -0300 To: Amy Ryan <ar...@ipexpert.com>, <mjbe...@krollontrack.com>, <ccie_voice@onlinestudylist.com> Subject: RE: [OSL | CCIE_Voice] UCCX Skill Groups Hi Amy, I’m having problems to understand Scenario 1. I thought that Minimum Competence area were a place to set the minimum requirements that an agent has to match to be select to answer all calls at CSQ. E.g. if Hqph2 has a Skill for TUTOR=9, He won't be listed as an available resource for that queue. Is possible to set via Script a minimum agent skill that a call requires? I mean suppose two calls at same queue. First need agent with BOOK skill=10 and other skill=5, How do I route first call to agents with BOOK skill 10? The only way that I see to do That is with Scenario 2. I would appreciate your comments on this. Thank you very much, Sergio. Date: Mon, 19 Apr 2010 11:34:09 -0400 From: ar...@ipexpert.com To: mjbe...@krollontrack.com; ccie_voice@onlinestudylist.com Subject: Re: [OSL | CCIE_Voice] UCCX Skill Groups Matthew, Scenario 1- If you have a single CSQ and two skills and your agent is assigned both skills. If you would like one skill to have priority over the other - you would set the “minimum competance” value to be higher on the the skill you want priority when assigning that skill to the CSQ as depicted in this screenshot below. In this example there are two skills assign to this CSQ. The “TUTOR” skill will take priority over the “BOOK” skill. Scenario 2- If you have a two CSQ’s, each CSQ is assigned a single skill and your agent is assigned both skills. If you would like one CSQ to have priority over the other - you could set this in the script by using the “Set Priority” step as shown in screenshot below. In this case the “BOOKCSQ” would take priority over the “TUTORCSQ”. HTH, Amy --- Amy Ryan – CCIE #24677 (Voice) Technical Instructor - IPexpert, Inc. Mailto: ar...@ipexpert.com <http://ipexpert.com/> Telephone: +1.810.326.1444 Live Assistance, Please visit: www.ipexpert.com/chat <http://www.ipexpert.com/chat> eFax: +1.810.454.0130 IPexpert is a premier provider of Self-Study Workbooks, Video on Demand, Audio Tools, Online Hardware Rental and Classroom Training for the Cisco CCIE (R&S, Voice, Security & Service Provider) certification(s) with training locations throughout the United States, Europe, South Asia and Australia. Be sure to visit our online communities at www.ipexpert.com/communities <http://www.ipexpert.com/communities> and our public website at www.ipexpert.com <http:// <http:///> www.ipexpert.com/> From: "Berry, Matthew J." <mjbe...@krollontrack.com <http://krollontrack.com/> > Date: Mon, 19 Apr 2010 09:19:33 -0500 To: OSL <ccie_voice@onlinestudylist.com <http://onlinestudylist.com/> > Subject: [OSL | CCIE_Voice] UCCX Skill Groups Does anyone know if there is a way to define two skill groups for an agent, but give a particular skill group a priority over the other one? Meaning, if two calls are in queue, each for different skill groups, I can adjust which call will get priority over the other based on the type of skill? Thanks! Matthew Berry, CCVP, Sr. Unified Communications Engineer Kroll | 9023 Columbine Road, Eden Prairie, MN 55347 Single Number Reach +1 952 516 3748 | Fax +1 952 516 3646 | mjbe...@kroll.com <http://kroll.com/> <mailto:david.ra...@kroll.com> www.krollontrack.com <http://www.krollbackgroundscreening.com/> | www.kroll.com <www.kroll.com> _______________________________________________ For more information regarding industry leading CCIE Lab training, please visit www.ipexpert.com Transforme-se em personagens engraçados e coloque no Messenger. Clique e veja como. <http://ilm.windowslive.com.br/?ocid=ILM:ILM:Hotmail:Tagline:1x1:Tagline> _________________________________________________________________ O Internet Explorer 8 te dá dicas de como navegar mais seguro. Clique para ler todas. http://www.microsoft.com/brasil/windows/internet-explorer/?WT.mc_id=1500
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