Force internal extension calls to front of huntgroup Queue?

[ame540]

Hi!

We've got an Avaya analog door phone at the front door of our building. It is set to call a "primary" huntgroup which is simply 3 extensions that are in a Collective ring mode. Sometimes these three individuals are either all busy, or away from their desks so the front door phone continues to ring (theoretically forever).

I've configured a Overflow group for the call to roll over to, it happens to be our main Customer Service agent hunt group.

Their huntgroup is subject to queuing, etc.

How can I make it so that when the call from the door phone comes in, it is placed at the top of the queued list if there are no agents available in the Overflow group? This would ensure that as soon as an agent in the overflow group is available they get the door phone call before any other customer calls.

I've been able to achieve this kind of priority queuing with editing the Incoming Call Route (1-Low, 2-Medium, 3-High) but this will not work here, as the call is originating from the local system on an extension...

I see a Priority entry on actual users (5 being the highest) but does this apply in anyway when a call is dumped into a huntgroup queue?

 

[AACon]

In your queue, test the call if it's a certain extension, then increase the priority.

-Austin
ACE: Implement IP Office

 

[ame540]

The extension priority is already at 5

 

[AACon]

That priority is for outbound calls on fallback trunks.

-Austin
ACE: Implement IP Office

 

[JTrom]

If the system has VMPro, route the call through a module with a Transfer action. On the Specific tab, there is an option to increase Queue priority.

 

[amriddle01]

Why not make the doorphone ring a different group with different/more people in, that would be the best way. Queuing it in group with customer calls is a bit silly to begin with

 

[AACon]

In the QUEUED option for the group, in vmpro, make a test variable, and test the $CLI against Extn.
If it matches Extn, throw a generic action in there that sets the caller priority to high. If not, do nothing, it'll just stay as it is. Pretty simple solution. Granted, this only works once the caller is in the queued position.

-Austin
ACE: Implement IP Office

 

[AACon]

Andy, there is no room in here for your logic.

-Austin
ACE: Implement IP Office

 

[janni78]

Or just make the front door call a shortcode that makes the call high priority and routes it to the huntgroup

ShortCode = 1000
Telephone Number = 2000p3
Feature = DialExtn

"Trying is the first step to failure..." - Homer