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UCCX caller increase priority

Dear NetPro gurus,

One of my customer was wondering where when there is an emergency situation, it would allow the caller to press a key (say 1 while they are awaiting their call to be answered) and that would increase the order / priority of their call so that their call can be answered first.

Is this possible by Cisco UCCX?

Any help would be greatly appreciated.

Cheers,

Hunt

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UCCX caller increase priority

Yes. You can use a Menu with a Set Priority step to do this. If you want to achieve an "at any time" functionality be sure to deselect the Clear DTMF Buffer parameter on the Menu step. Also, when the call is on hold you cannot use a Delay step. Instead, use a Play Prompt step with a prompt of DP[x *1000] where x is the number of seconds worth of on-hold delay you want. The Play Prompt step allows Barge In from the caller so a DTMF press while on hold (this is why CCX requires out-of-band DTMF reception) would cause the script to move forward.

Also, for fit-and-finish, you would probably want to nest the Menu step within an If step evaluating the contact's existing priority. If it has not yet been increased, play the menu. If it has, stop offering that option.

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