acd queue priority

[notsniw]

Hello all,

?s it possible give a acd queue priority to the customers
according to the received a-numbers, or at least is it
possible to desice swithcing or answering position according
to the received a-numbers.

if possible how??

? need an urgent answer.thank you very much

 

[lalrl]

The only case that MD makes switching-decisions depending on the a-number is Mobile extension. This means you need a CTI-App.

 

[notsniw]

thank you lalrl,

so this means with a cti application we can make switching decisions without needing mobile extensions.we will use this
property for a call center.we will give different priorities
to the callers at the queue, or we will put some callers
directly to a VIP queue according to their A-numbers.

can you suggest us a cti product or solution for solving this problem?we dont want any pop-up or other cti property.
we are using ccm and we just want to add this a-number solution to our call center.please advise us...

 

[whosrdaddy]

you'll have to use solidus ecare then, ccm is also inluded

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