This document describes how to queue a call to multiple Contact Service
Queues (CSQs) in a Cisco IP Contact Center (IPCC) Express environment.
Readers of this document should have knowledge of these topics:
The information in this document is based on these software and
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
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Cisco IP Integrated Contact Distribution (ICD) uses CSQs as the
entities that route calls to agents. Each CSQ controls incoming Cisco IP ICD
calls and determines where an incoming call is placed in the queue and to which
agent the call is sent.
Each CSQ selects resources from an associated resource pool that is
defined. When an agent becomes available to take a call, the system chooses a
queued call from one of the CSQs whose resource pool includes the agent, and
routes that call to that agent.
A single call can be queued to multiple CSQs by using the Select
Resource step in the script. This is an example of the script flow:
Assume CSQ1 and CSQ2 are the two CSQs.
In Figure 1, the triggering contact is
queued to both CSQ1 and CSQ2. If an agent is available in CSQ1, the caller is
sent to that agent first. If not, then the next available agent in either CSQ
gets the call and the call gets de-queued from the other CSQ. If no agent is
available on both CSQ1 and CSQ2, the script passes the control to a queue loop
that waits for an available agent.
Figure 1: Calls Queued to Two CSQs
Note: This script is for demonstration purposes only.