ACD Caller Precedence?

[Brutus82]

I have an ACD (6952) setup for our Scheduling department which consists of three employees (Ext 2021, 2022, 2024). After so long in the queue the caller goes to voicemail where they can either leave a message or press 1 to get back into the queue. “61C and Meridian Mail”

I’m now being told that certain callers are complaining and must take precedence and get answered before all the other callers. Is there a way to make this happen? The three phones are all M2008 phones with the following Keys:

Thank You

2021

Key 7 = Pos Busy
Key 6 = Not Ready
Key 5 = Call Wait
Key 4 = Conference
Key 3 = Transfer
Key 2 = 2809
Key 1 = 2803
Key 0 = In-Calls


2022

Key 7 = Pos Busy
Key 6 = Not Ready
Key 5 = Call Wait
Key 4 = Conference
Key 3 = Transfer
Key 2 = 2811
Key 1 = 2804
Key 0 = In-Calls


2024

Key 7 = Pos Busy
Key 6 = Not Ready
Key 5 = Call Wait
Key 4 = Conference
Key 3 = Transfer
Key 2 = 2810
Key 1 = 2802
Key 0 = In-Calls

 

[bigindian65]

with only 3 agents that is rough. Could create a new ACDN and give that queue priority 1 and the existing queue priority 2, but if all 3 are busy, they are busy. IF the new queue was put it and that new number given to the "must" be answered customers, the menu for it could opt out to the Personal DN of the ACD set, and the queue call placed on-hold. OR have only 1 agent in the normal queue and 2 in the new queue?? Quite a few different things you could do here......

Mato' Was'aka

 

[GHTROUT]

This info is helpful - and may take a role in your config:

http://www.ghtrout.com/ghtrout/files/ACD_How_call_priority_is_determined.pdf

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