Phone Que Prioritization

[JDConnors]

I was recently asked the following:

"Can you please verify if we can give priority to a specific phone number within our phone system?
This would be so that when users contact us through this phone number, they would jump the queue and be next in line for service."

Bascially, we have 1 specific number that needs it's priority placement first in Que when a call is placed to that particular number.

If this can be done, how?

Software: IP Office 500

Thanks,

 

[amriddle01]

Yes, Incoming call route:

· Priority: Default = 1-Low. Range = 1-Low to 3-High.
This setting allows incoming calls to be assigned a priority. Other calls such as internal calls are assigned priority 1-Low.

· In situations where calls are queued, high priority calls are placed before calls of a lower priority. This has a number of effects:

· Mixing calls of different priority is not recommended for destinations where Voicemail Pro is being used to provided queue ETA and queue position messages to callers since those values will no longer be accurate when a higher priority call is placed into the queue. Note also that Voicemail Pro will not allow a value already announced to an existing caller to increase.

· If the addition of a higher priority call causes the queue length to exceed the hunt group's Queue Length Limit, the limit is temporarily raised by 1. This means that calls already queued are not rerouted by the addition of a higher priority call into the queue.

· Release 4.2+: A timer can be used to increase the priority of queued calls, see System | Telephony | Telephony | Call Priority Promotion Time.

· Release 4.2+: 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.

 

[JDConnors]

Excuse my ignorance here, I'm new to this phone system and being thrown into the mash here..

For clarity sakes..

" Note also that Voicemail Pro will not allow a value already announced to an existing caller to increase. "

- Does this mean, when a client connects and told they have a '3min wait time' that they will always be told they have a 3 min waiting time, when a higher priority call comes in. ?

" If the addition of a higher priority call causes the queue length to exceed the hunt group's Queue Length Limit, the limit is temporarily raised by 1. This means that calls already queued are not rerouted by the addition of a higher priority call into the queue. "

- If you are not running a Queue Length Limit, this should not be a concern then correct?

It appears that both of the values you have mentioned are not used in our phone system as the nature our our business doesn't incorporate time standards.

 

[amriddle01]

- Does this mean, when a client connects and told they have a '3min wait time' that they will always be told they have a 3 min waiting time, when a higher priority call comes in. ?

Yes, but that value would be meaningless if you are doing this so you need to stop doing that if you plan to do jump queue's like this

 

[JDConnors]

We don't use that option, I just wanted to clarify that.

We have no time limits set for any of the Ques.

The nature of this beast would put time constraints on our tech support and we all know that the end client is never as capable at listening to the instructions as we'd like them to be.

Thanks for your timely responses amriddle01

Cheers,