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Beginner

Prioritize call distribution in IPCC enterprise

Hi all,

Situation:

Call center build on IPCC 5.0 SR7 enterprise.

3 different ICM scripts to queue calls (One per customer who is calling the call center).

Inside each script, the call is queued to skill group likes: “CustomerName.Language.SkillGroup”.

Some agents have been configured with two skills to answer calls from two specific customers.

Question:

As we have different SLA for each customer for our service call center, how can I prioritize the routing calls selection coming from two different scripts with two different queues? I mean that I want that the agent received calls from the highest important customer (Let’s say “Queue”) to reach our SLA’s.

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Cisco Employee

When you queue calls, you have an opportunity to set the call priority in the queue node. So set the priority for higher priority programs appropriately.

The priority numbers run from 1-10. 5 is the default. I think 10 is the highest priority (but double check in the help).

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1 is top priority and 10 is least priority.

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