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Community Member

Add a call to queue with priority in UCCX 8.5

Hi,

I want to assign a call in queue with high priority than other, how can i do that?

I am adding customers call to a queue using "Select Resource" Method, but i dont know how can i prioritize calls.

Thanks

1 ACCEPTED SOLUTION

Accepted Solutions
VIP Super Bronze

Add a call to queue with priority in UCCX 8.5

Use the Set Contact Priority step. All calls are a one (1) by default so the higher the number the more important they are.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_0/programming/guide/SeriesVol2.pdf

Please remember to rate helpful responses and identify helpful or correct answers.

4 REPLIES
VIP Super Bronze

Add a call to queue with priority in UCCX 8.5

Use the Set Contact Priority step. All calls are a one (1) by default so the higher the number the more important they are.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_0/programming/guide/SeriesVol2.pdf

Please remember to rate helpful responses and identify helpful or correct answers.

Hall of Fame Super Silver

Add a call to queue with priority in UCCX 8.5

Exactly (+5 for Jonathan), this has been asked many times before with some really good answers/examples.

HTH,

Chris

Community Member

Add a call to queue with priority in UCCX 8.5

Thanks Jonathan. Kindly also confirm that i will add the "Set priority Step" before the "Select resource Step"?

VIP Super Bronze

Add a call to queue with priority in UCCX 8.5

In your case yes, before the Select Resource step; however, it is also possible to raise the priority within the queued branch.

Please remember to rate helpful responses and identify helpful or correct answers.

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