IPCCE 3.1.2 "set priority" question

[cklement]

Hello,

I have a situation where a subset of the call center agents service a "gold support" line in addition to other product specific Qs. (i.e. people who have payed extra for support) This line is serviced by a seperate Q. If I set calls entering this Q to a higher priority, will the agent always service this call first? Even if people have been waiting longer in other Qs?

To summarize: Is the scope of "set priority" only within a queue, or across multiple queues?

[venkasub]

Hi,

Priority Queuing - The Set Priority step can be used to assign a priority (1 to 10), or increase it/decrease it. This allows for a given Contact (eg. caller) to be given higher/lower priority than other contacts that are in the same queue. In other words, reflects contact's priority for all CSQ's for which it is queued.

Hope this helps.

Regards

Venkat

[cklement]

So, the implication is that if there are 2 calls in different Q's both serviced by the same agent, that set priority does not affect which call will be serviced first.

[frazier24]

Hi,

What if I had about 25 VIPs that needed to have the highest priority. How can the Set Priority be able to reference those 25 "caller IDs"?

Thanks

Lee

[cklement]

Any number of ways. you could create a huge "switch" statement, looking for each of those numbers.

A slightly better solution would be to create a database table or XML file with their numbers listed in it and do a lookup against that from your application.

A better solution would be to just publish a "gold" phone number that only they know about. what service level will you give them if they are calling from home or when they are on the road in a hotel room and not at their normal number.

[frazier24]

Thanks.. that very scenario was just presented to me. I think what I'll do is setup a "hidden" key within my welcome menu, and that key will direct the VIP callers (from any number) to a pre-designated Queue, with the highest priority.

Lee