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Community Member

Priority Call routing in IPCC Express

Hi,

Presently IPCC Express is configured for user groups: aaa support and bbbb support groups.

These groups are getting the calls from the customers, and the calls will be routed as per the customer requirement.

Presently all calls are treated with the same priority.

Customer wants to differentiate the calls , like priority customer and normal customer calls. So that Priority customer should be serviced prior to others.

Is it possible for routing the call with respect to priority in IPCC Express.

Is it IPCC express support priority call

routing ?

Pls. help me out!!

1 REPLY
Hall of Fame Super Silver

Re: Priority Call routing in IPCC Express

It is available in the Enhanced and Premium version of IPCC Express.

In the script editor there is a "Set Priority" step that you can use to do it.

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_4_0/english/administ/crs401sr.pdf

HTH, please rate all posts!

Chris

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