Set Call Priority for specific incoming number or trigger

[Todd Davie]

I was wondering if someone would please tell me how to set call priority based on the number or trigger called?  I am new to this and my company now would like if users call in on a certain number(VIP), they would get moved to the front of the queue to get answered first.

We are using Contact Center Express 10.6. 

Thanks in advance for any help you can give.

Todd

[Gergely Szabo]

Hi, you might want to use the Get Call Contact Step to identify the called number, and if it matches (If step) your VIP number, you can use the Set Priority step to adjust call priority.

G.

[Todd Davie]

Thank you for taking the time to answer my question.  I really appreciate it.  

I am really trying to figure out where this would go in the script.

Thanks again.

[Gergely Szabo]

Hi. Well, it's your personal choice, I'd say. 

I prefer to keep things related as close as possible so I would probably place the Get Call Contact Info and the If steps just before the Select Resource step. 

Can you share the script you are working on? Or at least a screenshot of the relevant parts?

G.

[Todd Davie]

Thanks.  I have attached a screen shot.  We have it broken down so the caller answers some questions to get to the right agent.  We ask Spanish or English, Lincoln site or Phoenix and are they an existing participant or new.

It wouldn't let me attach the script.

Thanks again for your help.

[Gergely Szabo]

Thank you. Could you just expand the first two If steps (they are collapsed). I am just interested in the way you decide who's got the priority.

G.

[Todd Davie]

Yes I have attached the expanded script.

Thank you for helping.

[Deepak Rawat]

This had been asked plenty of times in the forum earlier. I would recommend doing a Search/Research option before posting the question.

As suggested by Gergely, you would need to use the Get Call Contact Info along with Set Priority step to achieve this. Below is the link wherein you can find Scripting Guides for all the UCCX versions, take time and go through them if you just have started with Scripting and stuff:

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-programming-reference-guides-list.html

Regards

Deepak

[Todd Davie]

I have all the documentation thanks.  Excuse me for asking a question in a forum.  What was I thinking!