Depends on what you mean by “unavailable”. Does that mean logged in but in a not ready state? Or does that just mean not logged in?
Either way you can do it, the variable you look at is just different.

In you queue to skill group node in ICM, enter two rows. One for skill_A and one for skill_B.

In the consider if column for those skill nodes, enter the following:

For skill_A row:
*.LoggedOn>0 If you want to base it on logged in agents
*.Avail>0 If you want to base it on available agents (ones not in “not ready” state)

For skill_B row:
skill_A.LoggedOn=0 If you want to base it on logged in agents
skill_A.Avail=0 If you want to base it on available agents (ones not in “not ready” state)

FYI: The * in the consider if means “the skill group for this row”

I do not see anything unqiue here. Its normal situation.   You can do a check if the agents are being staffed and then in conjunction also using queue to skill group node and set the priority order there. If agents from skill group A are not available it looks for agents with Skill group B.
Hemal

Looks like embedded images in emails doesn't work.
Trying again:

....

I use a similar method to simulate priority queuing, since UCCE 8.5 does not support that.



L3 is most skilled, L1 is least skilled.
If this queue node fails, we queue to a general skill group that contains all agents.

>>>> However, I am running 8.5 as well, and have found that the priority order in the queue to skill group node does not have any effect on which queue is picked first

It was never stated in any Geotel/Cisco documentation that the order in which the rows appear in a Queue to Skill Group node had any meaning. It does not. The “priority order” exists only in your mind. ;-)

Regards,
Geoff

>>Can’t wait for 9.0 to come out though,

Yes. Were you at Cisco Live 2012 for the presentations on Precision Routing?

Regards,
Geoff

Asher,
You are correct in this as far as one node is concerned. Have you tried with separate nodes with different priority levels ?
Hemal
________________________________
From: Cisco Developer Community Forums [cdicuser@developer.cisco.com]
Sent: Tuesday, August 21, 2012 4:48 PM
To: cdicuser@developer.cisco.com
Subject: New Message from Asher Schweigart in Customer Voice Portal (CVP) - Training Forum: RE: New Message from Hemal Mehta in Customer Voice Portal (CVP) - Training

Asher Schweigart has created a new message in the forum "Training Forum":

--------------------------------------------------------------
Hemal –

I agree, not an unusual situation. However, I am running 8.5 as well, and have found that the priority order in the queue to skill group node does not have any effect on which queue is picked first.
You will have to use the consider if in the way I described to get it to pick the way he wants.

It seems that the queue to skill group node randomly picks a skill group from the list out of the ones that match the consider if. By using the consider if in that manner, you are making sure that only one of the rows matches it’s consider if at any time.
I use a similar method to simulate priority queuing, since UCCE 8.5 does not support that.

[cid:image001.jpg@01CD7FC4.ACB96080]

L3 is most skilled, L1 is least skilled.
If this queue node fails, we queue to a general skill group that contains all agents.
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To respond to this post, please click the following link:

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I don't have a link, but I'm guessing it would be in the icm programming guide.

----- Reply message -----
From: "Cisco Developer Community Forums" <cdicuser@developer.cisco.com>
To: "cdicuser@developer.cisco.com" <cdicuser@developer.cisco.com>
Subject: New Message from Jeff Russell in Customer Voice Portal (CVP) - Training Forum: RE: New Message from Jeff Russell in Customer Voice Portal (CVP) - Training
Date: Wed, Aug 22, 2012 08:09



Jeff Russell has created a new message in the forum "Training Forum":

--------------------------------------------------------------
Thank you all for the advice/suggestions in this area...I will test these, and let you know how they work. Thanks to Asher for the different properties (.Avail, .LoggedOn, etc.), these will help alot with the situations that I need to account for. Specifically:

-- call comes in for Skill Group A
-- if all agents in Skill Group A are busy, after a set period of time, the call gets routed to Skill Group C
-- if all agents in Skill Group A are not available (offline), the call gets routed to Skill Group B

Asher, do you have a link to a reference doc/web page where the properties (that you mentioned above) are listed?

Thanks!

Jeff
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