Set priority for a specific queue

[sementellic]

Hello,

We would like to set up a menu option of severity 1...once a caller presses the severity 1 menu option, we want them go to a queue and have 1st priority to have the call answered by a pool if agents. This queue will be separate from the other queues.

How can I achieve this?

Thank you!!

Carla

[Chris Deren]

I am assuming you have UCCX and not UCCE.

Simply use the "set priority" step which applies accross all CSQs.

You need UCCX Enhaced or Premium as that step is not available with Standard.

HTH,

Chris

[sementellic]

Thank you so much for your quick response!!

Yes, sorry I have UCCX 5.0. I found the set priority step but where do I put it in the script? My menu has the options for Sev 1, Sev 2, and Sev 3...do I have to do an if/then statement and then I set priority statement? I have the script and can send it to you if its easier...I am fairly new to UCCX scripting so forgive me for the basic questions...

[Chris Deren]

You will most likely want to use "Menu" step to allow the caller to make the intial selection, after which under the appropriate branch you place the "set priority" step and adjust the priority.

So, by the time the call gets to the queue it will have the correct priority.

HTH,

Chris

[sementellic]

thank you !! ..I will try that and let you know