Clarification Call Priority

[joveldeguzman]

Would like to get you opinions if this script will allow priority queue-ing.

Scanario: Caller calls in and needs choose an option press 1 "Inquiry" and press 2 "Payments"

              At the moment, there are 3 calls in the queue who press 1 and 4th caller press 2.

              When the agent makes his/her available the 4th caller will be prioritize.

Here is the sample script:

[Chuck Smith]

The 4th caller will be answered last because they have a priority of 5. ICM is 1 as the highest priority and 10 as the lowest.

[joveldeguzman]

dzam

               Thanks for the suggestion. Just a follow-up question if you don't mind.

Scenario 2:

                    There are 3 callers A,B and C. Agent is currently engaged in a call.  Callers A and B both

press"2" while caller C press  "1" with this script once the agent is available caller C will be entertain first

right? How about when there is another caller D and press "1" also who will be first to be answered by the

agent is it C or D? 

Regards,

Jovel            

[Chuck Smith · Accepted solution]

If C and D are now both in the queue as P1 then C will be answered first then D then after that it will be A or B. You didn't specify who came first. ICM queues are first in first out based on priority. Take this example.

Callers will be A B C D and Priorities will be P1 and P5

Calls arrive in this order and priority and all agents start out busy so calls are forced to the queue.

A - P5

B - P1

C - P1

D - P5

The calls would be routed to agents in this order

B

C

A

D

Get it?

[joveldeguzman]

dzam,

Thanks for the reply. Tried your suggestion and it is working. Appreciate the assistance on this matter.

[Chuck Smith · Accepted solution]

Glad to help. Take care.

[joveldeguzman]

Chuck,

Thanks for the help.

Regards,

Jovel