IP Office 9.1, Prioritizing Calls

[94astro]

Hello Pros,

I have a request from a customer which I'm not sure can be done. I have a DID routing to a Voicemail Pro menu module. That menu tells callers to press 1 for "appointments". This goes to a queuing hunt group.

The customer wants to add press 2 "if you are a doctor". They want these calls to route to the same hunt group and get queued. However, they want these calls to be bumped ahead of appointment callers in the queue.

I'm reading that the IP Office will let you prioritize calls based on the incoming call route. In my scenario, all callers call the same DID number. SO this won't work. I also read the below statement form the Help Files. Does this mean that I can add a p(hunt group #) in the Voicemail Pro transfer destination and it will prioritize the call?

From help files --> "The current priority of a call can be changed through the use of the p short code character in a short code used to transfer the call."

 

[sizbut]

In the existing callflow, if you look at the settings of the Transfer action for caller's who press 1 you'll see a Set Call Priority action. Set it to Low.

When you add a Transfer action linked to pressing 2 set that action's call priority to high.

Stuck in a never ending cycle of file copying.

 

[94astro]

Simpler than I thought, thanks!

 

[IPGuru]

you may also want to change the tags of the transferred calls so they the staff know they need to answer these calls & not simply ignore them until the caller hangs up like they do with ordinary patients


Do things on the cheap & it will cost you dear

 

[94astro]

I've done that as well, It's going live this morning. Thanks all!

 

[critchey]

While this would work I hope none of the patients realize they can simply hit 2 to get through quicker. It seems like it would make more sense to have a separate DID for the Doctors to call, but hey that is just me.

 

[94astro]

Yea I agree it would make more sense but it's not how the customer wants it.

 

[sizbut]

If they find it is being abused it's easy enough to put a pin on the doctor's transfer option (the Pin option is on the action's General tab).

I don't know how urgent the doctor's calls are but also if you are using queued and still queued announcements for the queue, you can create customised callflows for those that could include unannounced options for the doc to press X and just leave a message in the receptionist mailbox ("It's not urgent but when you've finished blathering to that patient give me a callback").






Stuck in a never ending cycle of file copying.