10-19-2016 02:01 PM - edited 03-15-2019 06:24 AM
Is it setting the call's priority in the CSQ, the script, or the contact?
Ideally, I want the two CSQs in one app/script
If a call comes in on trigger 1234, set priority to 2, go to CSQ 2
If it comes in on trigger 4321, set priority to 1, go to CSQ 1
The situation is that I have a few select agents that will be taking calls exclusively for CSQ1(kind of a VIP line), but as well as CSQ2.
So say the entire contact center is swamped, regular and VIP agents. If
But if there
If the call priority is per script, then the VIP call would go to the front of the line and then to the VIP CSQ. But to be honest, that doesn't even seem logical.
I know it's kind of a weird requirement, but I hope a simple solution is available.
Solved! Go to Solution.
10-19-2016 11:50 PM
Priority is always set for a contact, you can simply use Get Call Contact Info step to capture the called number which will be 4321 that you want to use as VIP Line and mark the priority there and then using Set Priority step under the True Branch of If Step. Rest everything will remain same in the script. Whenever called number will be 4321 If condition will go true and the priority for this contact will increased and will always be handled first no matter who calls in before him/her. Similarly, whenever the called number will not be 4321, If condition will go false and will be treated normally.
Regards
Deepak
10-19-2016 11:50 PM
Priority is always set for a contact, you can simply use Get Call Contact Info step to capture the called number which will be 4321 that you want to use as VIP Line and mark the priority there and then using Set Priority step under the True Branch of If Step. Rest everything will remain same in the script. Whenever called number will be 4321 If condition will go true and the priority for this contact will increased and will always be handled first no matter who calls in before him/her. Similarly, whenever the called number will not be 4321, If condition will go false and will be treated normally.
Regards
Deepak
10-20-2016 09:15 AM
Ok, thank you.
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