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New Member

IPCCX: Priority between Multiple Queues!!!

I need help regarding the IPCC Express.

In CRS Engine we created Group called Application support with two sub groups : 1. Platinum 2.Others

Each sub group will have separate DN?s to service the customer calls: 4001 & 4002.

Agents are common for both the sub groups.

In CRS we created separate queue for each sub group.

Our requirement is : when both the sub group calls are in queue, Platinum sub group calls which are in Queue should be serviced first.

( here we need to remember that there is a separate queue for each subgroup)

Please help me out!!!!!!!!!!


Hall of Fame Super Silver

Re: IPCCX: Priority between Multiple Queues!!!

The "Set Priority" step will do this for you.



New Member

Re: IPCCX: Priority between Multiple Queues!!!

If the calls are competing for the same agents (which I presume is the case) you can use only one script. I suspect that you have two CSQ for reporting purposes in which case I suggest to create a third CSQ which is the one calls are taken from.

You let the calls pass through the "4001" or "4002" CSQ's and in the Queued step of each of their Select steps, you send them on (Goto) to the third CSQ from where they are answered.

If they are not competing for the same agents and you are not concerned with reporting, another solution might be better. Let me know.

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