2017年9月6日 · Use the Precision Queue script node to queue a call based on caller requirements until an agent with desired proficiency become available. This node contains multiple agent selection criteria which are separated into steps.

How to change Max Time in Queue value in ICM Router. This document describes the procedure to change Max Time in Queue in Intelligent Contact Management (ICM) Router. There are no specific requirements for this document. The information in …

2019年1月11日 · Precision Queue Script Node You can use the Precision Queue script node to queue a call or task based on caller requirements until agents with desired proficiency become available.

2012年9月12日 · Solved: I have icm 8.5. I want all the calls coming to the icm will be queue to skillgroup1. After queueing for 5 minutes, if no one answered the call,then queue the call to skillgroup2 as well.

2011年7月22日 · What you can do is queue each call individually and after 2 minutes queue to the other skill group. That way your first skill gorup will get 2 minutes to answer the call, but after that it doesn't matter.

2013年10月21日 · Queue node failure can happen for a few reasons: Requery - If you have requery enabled for the queue node, and an agent fails to answer their ringing phone within the RONA timer, then the call exits the fail path of the queue node.

2023年3月6日 · I'm looking for a custom formula to calculate position in queue in ICM script. in the cisco forum i found below formula: PIQ= Calls in Q now -(total calls queued today -total calls queued today at the beginning of this session)

2020年6月11日 · The success branch of IF node connects to Pick/Pull node and the failure branch connects to a queue node, which can be either a Queue to Skill Group node or Precision Queue node. If the IF node evaluates to False, control passes to path of Push routing.

2014年3月24日 · As per the documentation for parameter icm/req_queue_len says The value should be set high enough that there is always enough space available in the queue for all requests. see note 737625 - Parameter recommendations for the ICM

2018年10月9日 · There are couple of ways to handle this. In your script, For every Call Type IF condition – you can use “set variable” node to set the PQ name in one of the call variable (for example, in set variable node, Call.PeripheralVariable1 = “Sales_PQ”).