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New Member

Clarification Call Priority

Would like to get you opinions if this script will allow priority queue-ing.

Scanario: Caller calls in and needs choose an option press 1 "Inquiry" and press 2 "Payments"

              At the moment, there are 3 calls in the queue who press 1 and 4th caller press 2.

              When the agent makes his/her available the 4th caller will be prioritize.

Here is the sample script:

script.JPG

2 ACCEPTED SOLUTIONS

Accepted Solutions
New Member

Clarification Call Priority

If C and D are now both in the queue as P1 then C will be answered first then D then after that it will be A or B. You didn't specify who came first. ICM queues are first in first out based on priority. Take this example.

Callers will be A B C D and Priorities will be P1 and P5

Calls arrive in this order and priority and all agents start out busy so calls are forced to the queue.

A - P5

B - P1

C - P1

D - P5

The calls would be routed to agents in this order

B

C

A

D

Get it?

New Member

Clarification Call Priority

Glad to help. Take care.

6 REPLIES
New Member

Clarification Call Priority

The 4th caller will be answered last because they have a priority of 5. ICM is 1 as the highest priority and 10 as the lowest.

New Member

Clarification Call Priority

dzam

               Thanks for the suggestion. Just a follow-up question if you don't mind.

Scenario 2:

                    There are 3 callers A,B and C. Agent is currently engaged in a call.  Callers A and B both

press"2" while caller C press  "1" with this script once the agent is available caller C will be entertain first

right? How about when there is another caller D and press "1" also who will be first to be answered by the

agent is it C or D? 

Regards,

Jovel            

New Member

Clarification Call Priority

If C and D are now both in the queue as P1 then C will be answered first then D then after that it will be A or B. You didn't specify who came first. ICM queues are first in first out based on priority. Take this example.

Callers will be A B C D and Priorities will be P1 and P5

Calls arrive in this order and priority and all agents start out busy so calls are forced to the queue.

A - P5

B - P1

C - P1

D - P5

The calls would be routed to agents in this order

B

C

A

D

Get it?

New Member

Clarification Call Priority

dzam,

Thanks for the reply. Tried your suggestion and it is working. Appreciate the assistance on this matter.

New Member

Clarification Call Priority

Glad to help. Take care.

New Member

Clarification Call Priority


Chuck,

Thanks for the help.

Regards,

Jovel

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