Tek-Tips is the largest IT community on the Internet today!

Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!

  • Congratulations Mike Lewis on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!

Prioritising Calls 1

Status
Not open for further replies.

LucienJ

IS-IT--Management
Jan 15, 2007
15
ZA
A CC Manager asked me the following:
Calls should must be routed from another call center (in a different region) to her call center, on condition that calls to her cc get priority over calls that are being routed (which could be either via PRI or VOIP). Any takers
 
Queue the routed calls to a lower priority. Use a different vector for the routed overflow calls.

overflow vector: queue to skill xxx pri l (low)
regular vector: queue to skill xxx pri m (medium)

The medium priority calls will always be answered first. Use the same skill if you want...or a different one. I assume you have an EAS environment setup.

Thanks,

Wildcard
 
Status
Not open for further replies.

Part and Inventory Search

Sponsor

Back
Top