Select Resource Step

Use the Select Resource step to queue a call to a specific set of agents and optionally to connect the call to the agent the system chooses.

Select Resource Customizer Window
Note

If you change the Routing Target field setting to Resource, the CSQ Target field is renamed to Resource Target. A resource is a specific agent that is represented by the user variable specified in Resource Target field.

The Select Resource step offers a call to a Contact Service Queue (CSQ) or Resource:

  • A CSQ contains an associated set of agents who are capable of handling a certain type of call. The incoming call will be handled by one of the available agents in the CSQ.

    An example of a Contact Service Queue is sales department, whose resources can be all the sales representative within your company.

  • A resource is a specific agent and is indicated by user ID or agent extension.

The Select Resource step has different output branches, depending on the Routing Target Type and Connect settings:

  • If the Routing Target Type setting is CSQ and Connect is:

    • Yes, the branches are Connected and Queued.

    • No, the branches are Selected and Queued.

  • If the Routing Target Type setting is Resource and Connect is:

    • Yes, the branches are Connected and Failed.

    • No, the branches are Selected and Failed.

Note

The Connect field allows you to specify whether the call will be connected to a CSQ/agent resource directly from Select Resource or use Select Resource in conjunction with the Connect Step. For more information, see Connect Step.

The following table describes the properties of the Select Resource customizer window:

Properties / Buttons

Description

Contact

Variable containing the triggering contact information for this step.

Routing Target Type

Variable indicating the routing method. One of the following:

  • Contact Service Queue—Call will be routed to an available agent in the specified CSQ.

  • Resource—Call will be routed to the specified agent. Select this option for Agent Based Routing feature.

Note

If you set this field to Resource, the CSQ Target field is renamed to Resource Target. Resource Routing Target Type is only available for Cisco Unified CCX Enhanced Edition.

CSQ Target

String variable or expression identifying the CSQ target

Connect

Option for the call to be connected to the specified Resource ID the instant the resource becomes available:

  • Yes—The call is automatically connected to the available resource as soon as it becomes available.

  • No—The resource is selected but not connected until additional script steps are executed.

Note

If you choose not to connect the call as soon as the resource becomes available, the Cisco Unified CCX  Desktop of the chosen resource will be designated Reserved. Because the agent’s phone will not ring until a Connect step executes in the script, a few seconds may elapse while other steps in the Selected output branch execute prior to the execution of the Connect step. During this extra time, the agent’s state remains in Reserved state.

Timeout

Variable or expression containing the length of time, in seconds, before the contact is retrieved back into the queue. (Default is 10 seconds.)

Maximum supported value to be used for Select Resource Timeout can be 90 sec and this value must be less than the value set in Unified CM Settings for the phone to ring before it disconnects or forwards to voice mail (Call Forward No Answer timeout).

Resource Target

User variable or expression identifying the target Resource.

Caution

Never insert a Goto step in the middle of a Select Resource step flow. (Doing so can cause an active agent to enter a Reserved state that can only be exited by logging out of the system.)