Configuring CyCC - Queue Cascading

Overview: Queue Cascading allows calls to follow the previous settings that are defined in the previous queue prior to it being overflowed or escalated.

1. To enable queue cascading you will need to navigate to the General tab in the queue options and define what settings you require to be carried over from the previous queue.

Cascade Options:

• Cascade Queue Display – If the call is overflowed from another queue, it uses the previous queue’s name and completion codes when the call is presented to the agent.
• Cascade Queue Skills – If the call is overflowed from another queue, it uses the previous queue’s skill based routing configuration to distribute the call to the available agent.
• Cascade Queue Announcements – If the call is overflowed from another queue, it uses the previous queue’s announcement messages and settings while the call is waiting in the queue.

Example - Cascade Queue Display

• Customer calls in through the Auto Attendant Queue, and selects option 1 for Sales.  All agents are busy in the sales queue. Call overflows after 30 seconds to queue called All Agents.
• The All Agents queue has 'Cascade Queue Display' enabled.

On the users CyDesk Client it will show that the call came from queue Sales not from All Agents as it is cascading the queue display Sales from the previous queue that the call overflowed from.

1. Call has entered the Sales queue.  Sales agent is not able to take the call. The call will overflow after 30 seconds to queue All Agents.

   

2. Call is now in the “All Agents” queue & is ringing on an available agent phone.

   

3. On “Agent 1” Cydesk screen it will show you that the call is from the “Sales” Queue.
   
   

   

Example - Cascade Queue Skills

1. You will need to set up skill based routing prior to enabling the cascading feature. Click here for instruction on setting up skill based routing.
   
   
2. Once you have setup skill based routing on a queue, any other queue that is linked can use the skill setting that has been setup initially, so you won’t need to re-apply the settings again.

Example - Cascade Queue Announcements

1. With cascading queue announcements you can play the greeting file that is stored under Q0001 while the call is waiting in a different queue Q0002.
   

   

2. Q0001 is playing an advert but also has an overflow of 10 seconds to go to Queue All Agents the All Agents queue has the call waiting in queue but is playing greeting 1 that is stored in the initial queue. As the All Agents queue had cascade queue Announcements enabled.