Increasing Call Priority

[Cached]

My system: IP Office 500 V2 - v7.0(12)

I have an automated attendent setup. The caller is prompted with a menu and is transferred to a hunt group based on their selection. The user will be queued in the hunt group until someone can answer their call.

I'm hoping that when transferring to a particular hunt group, I can first increase the call priority, so that the agents taking calls will be presented calls from this hunt group before calls queued in other hunt groups (even if the caller waiting in the other hunt group has been holding longer).

Note: I need this action to begin at the menu. I can't have the "priority callers" start by dialing a different number. I think this rules out using incoming call routes to set priority.

Any advice?

 

[tlpeter]

Change the priority on the transfer action to high.
Job done.


BAZINGA!

I'm not insane, my mother had me tested!

www.lantel.nl

 

[Cached]

Thanks!

I'm embarrased that I didn't see that as an option (during the first 90 minutes I spent considering a solution).

 

[Greybeard191]

this is a VM pro only option though, isn't it?

GB

 

[Cached]

Yes, the setting that tlpeter referenced is in VM Pro.

After making the change, I'm concerned that it's not working as expected. It looks like the call priority increase is helping to move that call forward within the hunt group queue, but it's not being treated as a higher priority than calls that are waiting in other hunt group queues (that target the same agents).

Any further thoughts/ideas?

 

[amriddle01]

That's how it works, probably best solved by using the same group for the calls but tagging with incoming call route instead

http://www.ipoffice.tel

 

[tlpeter]

You can also give a higher priority on the incoming call route.
You can give a higher priority with a shortcode.
But like Andy said, you need to use one group.


BAZINGA!

I'm not insane, my mother had me tested!

www.lantel.nl

 

[Cached]

I understand. I'll need to review and consider the best way to solve the business issue.

Thanks again for your help!

 

[tlpeter]

You are welcom


BAZINGA!

I'm not insane, my mother had me tested!

www.lantel.nl