Siebel Universal Queuing Administration Guide > Installing and Running Siebel Universal Queuing > Configuring Sequential Assignment >

Using Sequential Assignment as Defined in File callrouteA.def

This second approach to sequential assignment involves certain requirements for the communications configuration, which is specified in the Communications Administration screen.

In this case, Wrap Enabled can be either FALSE (the default) or TRUE, where agents are not required to change their availability state to ready after a call. After a work item is released, then, for all channels, an agent's availability is automatically set to ready (when Wrap Enabled = FALSE), or set to not ready (when Wrap Enabled = TRUE).

The Change Ready State button on the communications toolbar is enabled, but its channel-specific child buttons are disabled. The agent can manually set availability to ready, or not ready, for all channels at once.

NOTE:  For this approach, for each employee, the simultaneous sessions specified for each applicable channel must be 1 (one). For more information, see Simultaneous Sessions.

The following scenarios show how agent availability is affected by this second option for sequential assignment, whether or not you are also using the first option (Wrap Enabled = TRUE). Work items must be manually accepted by an agent. Siebel Universal Queuing routes a work item to the agent and places the agent in a not ready state for all channels. The following occurs:

• If the agent accepts the work item, the agent will not receive any more work items until the current work item is finished or released—all channels are blocked. Upon releasing the work item, the agent is set to a ready state for all channels and Siebel Universal Queuing can deliver the next work item to the agent—all channels are unblocked.

  (The same is true when Wrap Enabled = TRUE, except that agent availability is set to not ready after the work item is released.)

• If the agent does not accept the work item (work item assignment timeout is reached), Siebel Universal Queuing sets the agent to not ready for all channels, and the work item is routed back to Siebel Universal Queuing. The agent must manually set availability to ready for all channels.

  (The same is true when Wrap Enabled = TRUE. However, if you are not also using the second option for sequential assignment, agents can set availability to ready or not ready for all channels, or for individual channels.)

  NOTE:  The work item assignment timeout is defined by the parameter "workitemassigntimeout" in the files vesp.imp and ds.ffd. These files are located in the directory install_dir/scomm/uq/etc, where install_dir is the directory into which you installed the Siebel Universal Queuing routing engine. The default value of 600 seconds (10 minutes) can be modified by an administrator (the routing engine must be restarted for this to take effect). With a timeout value of 600 seconds, if an agent does not accept an incoming work item, after 10 minutes the routing engine will pull this work item back, set the agent's availability to not ready, and reroute the work item.