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?
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.
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.
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.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...