Configuring CyCX - Configuring a Queue - The Overflows Tab

In this tab we configure how the queued calls will overflow under certain conditions i.e. when the queue is disabled, or no agents are available. The queue can overflow to another queue, a number, a registered device in CyDesk, the CyLive service, the Caller Lookup service, or simply Hangup the call. When overflow is disabled, the calls in the queue will stay in the queue until it is answered or abandoned.

Queue Disabled (Outside of Hours) – When the call arrives outside the schedule specified in the Schedule tab.
Holiday Mode (Outside of Hours) – On a holiday, when the call arrives outside the schedule specified in the Schedule tab.
No Agents Logged in – When no agents are logged into CyDesk. Agents on break are also considered logged out.
Max Time in Queue – Sets the time in seconds for how long the call remains in the queue, and where to route once the time exceeds.
Max Calls in Queue – The maximum number of calls allowed in the queue before subsequent calls are overflowed.
Agent Call Ratio – If the ratio of logged in agents to calls is too high, the calls will be overflowed. With the value of 4, for every 1 agent logged in to the queue, the system will allow 4 calls to wait in the queue and the subsequent calls are overflowed.
Emergency Mode Transfer to Queue – When the system is put into emergency mode.
Zone –Provides ability to align the Queue to a Zone. Queue behaviour can be automatically adjusted according to Holidays for the Zone in which a queue is based. Zones are primarily for centralized organizations that answer calls from multiple locations and have to apply the local working days according to the origin of the call. In such case, public Holidays can occur in each of those locations that do not occur at the same time in the other locations. See here for more information on Zones

Destination Type

Each overflow type can be directed towards the following destinations.

Queue

Queue – Select from one of the queues in the system.

Device

Device – Select from one of the registered devices in the system.

Number

Number – Manually enter any number.

Hangup

It simply disconnects the call.

CyLive

CyLive Server – the name of the CyLive integration profile

Script – the name of the CyLive script to use.

Caller Lookup

Queue Lookup – the name of the caller lookup profile. This is used for dynamic caller routing based off the CLI of the inbound caller, when there is no out-of-the-box CRM integration (e.g. with Salesfroce, Dynamics, Zoho etc) and CyCX integrates with, for example a home grown database / CRM. See below section for more info.

Queue Caller Lookup

The Queue Caller Lookup contains a list of database lookup profiles that can be used by CyCX to determine the queue the call must be assigned to, by searching against the caller number.

The caller lookup feature requires the CyDesk Lookup Engine service to be installed and started. This service is included when CyDesk is installed however it is not enabled by default. Go to CyDesk Manager Configuration, then to Services. Enable the Configuration mode to install the CyDesk Lookup Engine service and start the service.

A new caller lookup profile can be added by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon.

There are 3 types of caller lookup mode:

Simple – Find the destination queue from the ctiQuickLookup table in the Cydatabase.

Advanced – Integrates with ODBC profiles to find contact ID and the destination queue.

Stored Procedure – Integrates with MSSQL via ODBC by running a stored procedure that returns the destination queue.

See details on each type and how to create profiles below.

Once Caller Lookup Profile is created, create Queue Assignment with Mode - Caller Queue Lookup and select your Lookup Profile.

NB: If you don't use indial extensions you can leave "Device" field blank to have this assignment to pick up calls from all announcement ports.

Simple

This mode searches the ctiQuickLookup table in the Cydatabase. Tools such as Microsoft SQL Server Studio Express can be used to add records into the table.

ID – Unique identifier automatically assigned by the SQL Server.

PhoneNumber – The number to be compared against the caller number for a match.

Name – The contact name.

Queue – The ID of the queue to assign the call when the caller number matches the PhoneNumber in this record.

Default Queue if No Match – when enabled, the system will route the call to the default queue when searching the ctiQueueLookup table fails to find a match.

Default Queue – where the call will be routed to when the lookup returns zero match.

Advanced

The Advanced mode combines customer identification lookup with customer queue assignment lookup. Both lookups are performed via ODBC. The customer identification lookup uses the caller number to find the customer ID as a result. This ID will then be used as an input for the customer queue assignment lookup. Different queue assignments can be set according to the values in the queue ID column.

Customer Identification

ODBC Profile – the ODBC integration profile configured in CyDesk.

Multiple Matches – use either first match or last match when there is more than 1 match.

Default Queue if No Match – when enabled, the system will route the call to the default queue when the customer identification process fails to find a match.

Default Queue – where the call will be routed to when the lookup returns zero match.

Lookup Queue from CustID – must be enabled for the feature to work properly.

Customer Queue Assignment

DSN – the ODBC DSN configured in the local machine where the lookup service is running, which connects to the data source that contains the customer queue assignment/.

Table – the table name that contains the customer queue information

Customer ID – the column in the Table that contains the customer identification

Queue ID – the column in the Table which values will be used as identifier for queue assignments.

Queue Assignments

Database Value – the different values stored in the Queue ID column

Queue - the destination queue

Example:

All customers that have been marked as BLACKLIST must never be answered.

Stored Procedure

This mode integrates to a Microsoft SQL Server via the ODBC profile configured in the ODBC tab.

A stored procedure that accepts the caller number as a text input, and returns the queue ID as an integer as the result. Tools such as Microsoft SQL Server Studio Express can be used to create the stored procedure.

ODBC Profile – the ODBC integration profile configured in CyDesk.

Stored Procedure – the name of the procedure.

Default Queue if No Match – when enabled, the system will route the call to the default queue when the stored procedure fails to find a match or returns an error.

Default Queue – where the call will be routed to when the lookup returns zero match.

For other Configuring a Queue Tabs see here:

Configuring CyCX - Configuring a Queue - The General Admin Tab

Configuring CyCX - Configuring a Queue - The Agents Tab

Configuring CyCX - Configuring a Queue - The Skills Tab

Configuring CyCX - Configuring a Queue - The Schedule Tab

Configuring CyCX - Configuring a Queue - The Announcements Tab

Configuring CyCX - Configuring a Queue - The Completions Tab

Configuring CyCX - Configuring a Queue - The Overflows Tab

Configuring CyCX - Configuring a Queue - The Other Tab for Specialised Customisation