CUAC - Prioritise Call

[msmalik]

Hi All,
Looking for recommendations from the community for the following scenario;

CUAC Queue: Reception Switch / DN: 5555
Agents log in to CUAC Console and answer the calls a per the requirement. 

Now the business wants to add another number 6666 and the calls should come to the same Reception agents for handling.
- Calls to this number 6666 should be given priority over the other calls
- Agents should be able to identify that the incoming call is for the 6666 number 

How should I configure this in the most efficient way possible? 
( By configuring a new queue and giving the agents access to both queues? ) 

Thanks

[Roger Kallberg]

Not an expert on this system, but AFAIK there is no priority concept for calls within the same queue in CUAC. So to achieve what you ask for I think that you’d need to use different queues and set the preferences for selecting calls to favour the one that handles calls to the new number.

[msmalik]

Thanks Roger, will give it a try