Assigning a Priority to calls in queue. IPCC express 3.0(3)

[jermaine-reid]

I have two seperate groups of callers one group internal and one external. I have a seperate application that services each group but both applications point to the same CSQ because one group of agents service all calls. In this situation how can external calls be given a priority over internal calls. The ultimate goal is to have all external calls in queue serviced by agents before any internal calls are.

[clachoi]

This can be done with IPCC Express Enhanced edition which gives you the ability to Prioritize calls. IN the script you can raise or lower the priority of the call as you see fit.

Here is the link to the Set Priority Step that explains this:

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_0/english/admn_app/step_ref/icd.htm#1027595

[jermaine-reid]

Thanks. I see we have to upgrade to Enhanced.