Do CDN calls have more priority than calls already in Queue

[jadiebear]

Does anybody know if an agent transfers an external call to a CDN that associated with a script, will that call go to the beginning or the end of the queue? If it goes to the end of the queue, is there a way to bring it up to the beginning.

Thanks

 

[captaingadget]

The priority is whatever is set in the script. As far as a transferred call is concerned, the CDN/Symposium will see it as a new call. You can specify in the script to increase its priority so that it get answered first.

 

[pronei]

In your script, identify the call as being

IF TRANSFERRED OR CONFERENCED THEN
IF NOT OUT OF SERVICE Skillset THEN
QUEUE TO SKILLSET Skillset WITH PRIORITY 1
ELSE ROUTE CALL or whatever
END IF
ELSE IF NOT OUT OF SERVICE Skillset THEN
QUEUE TO SKILLSET Skillset WITH PRIORITY 3
END IF

 

[jadiebear]

Hi pronei

Thanks for your script, I did use another script which queue to skillset with priority 1 and have agents transfer to a CDN that associated with the script and it works as expected.

Your script is even better that I do not need to create another script and CDN and just have agent transfer to the existing CDN that associated with the script. I will try to modify it a little bit more and keep you posted.

Thanks again

 

[Milesprower]

Sometimes it is best to have a separate CDN/Script for reporting purposes.

 

[oceanSD]

Following up on what others mentioned, typically I would recommend you keep your transfer CDN, but then create phantom DN's (forwarded to the transfer CDN) to represent the different scripts or skillsets that you are transferring to. This would give you the ability to not only report on transferred calls, but also for scripting efficiency. When calls are transferred, unless the agent transferring the call is going to remain on the call until it is answered by another agent, the call will be sent to the top of the master script when the agent completes the transfer, so you have to have the line in there allowing time for the agent transferring the call to disconnect.

The way I typically set this up is to create a call variable for priority (priority_cv) and then set up the master script like this:

IF CDN = XXXXX THEN
 IF TRANSFERRED THEN
  GIVE RINGBACK
  WAIT 20 /*Allow time for transferring party to hang up*/
  DISCONNECT
 ELSE
  WHERE DIALED DN EQUALS
   VALUE XXXXX: ASSIGN 1 TO priority_cv
                EXECUTE SCRIPT ScriptA
   VALUE XXXXX: ASSIGN 1 TO priority_cv
                EXECUTE SCRIPT ScriptB
   DEFAULT: ASSIGN 1 TO priority_cv
            EXECUTE SCRIPT ScriptC
  END WHERE
 END IF
END IF

Then, in the primary scripts, make sure to update any QUEUE to lines to use this variable.

QUEUE TO SKILLSET Skillset WITH PRIORITY priority_cv

Just remember that if you have a lot of transferred calls, you want to bump up your other calls so they're not always in queue behind a prioritized call.