Priority to incoming calls

[eggertsae]

Hello.

Has anyone here used symposium to give incoming calls priority over other calls?

I don´t mean to að VIP skillset. Like if there is a que in skillset xxxx, and the numer 5558888 calls in, then it will have priority and is directed in front of other calls in que.

Eggert Sæmundsson

 

[sandyml]

You will want to use the CLID intrinsic.
A simple example:

WHERE CLID EQUALS
VALUE 5552512: QUEUE TO SKILLSET sales_sk WITH
PRIORITY 1
VALUE 5552603: QUEUE TO SKILLSET sales_sk WITH
PRIORITY 2
VALUE 5552776: QUEUE TO SKILLSET service_sk WITH
PRIORITY 3
DEFAULT: QUEUE TO SKILLSET service_sk WITH PRIORITY 6
END WHERE

You probably would want to put these numbers in a variable, rather than putting a long table in a script.

Here is some more info, from the Scripting Guide:
1. Wildcards and placeholders can be used only with the CLID intrinsic.
2. Only one wildcard is allowed in any one CLID string. For example, the string @345@ is not valid.
3. Use wildcards only at the beginning or the end of a string.
4. Wildcards and placeholders cannot be used in ranges of CLIDs. For example, 333@ .. 339@ is not allowed. However, you can use wildcards and placeholders in lists of CLIDs.
5. Wildcards and placeholders can be used only with equal (=) and not equal (< >) operators. Greater than and less than operations on wildcard expressions give ambiguous results. A validation error is generated for
scripts that use this construct.
6. Only variables of the WILDCLID data type allow the wildcard and placeholder characters.
7. The statement CLID = @ always returns a True value.
8. A string with placeholders only will have a return value of True for CLIDs with the same number of digits as there are placeholders. For example, the statement CLID = ???
is true for all CLID strings of three digits, and false for all other strings. This type of expression is useful if you want to screen out strings of a fixed length.
9. Both wildcards and placeholders can occur in a CLID digit string. All rules still apply to placement.

 

[eggertsae]

Thank you for your answear.

The problem is, that we don´t want to route them to a specific skillset.

Here is the deal.
We have symposium express. We have 3 main answear groups and about 8 skillsets. The groups are basicly: General, services and billing. General is 24h, services is open 8:00-20:00, and billing is office hours. We want to be able to give priority in services.

Like if 5558888 calls and selects services it will be given priority but if that numeber selects billing, it will not be given priority. Sure if that is not possible to have only priority in one skillset, we don´t want the number to be routed to other skillset than selected.

I´ve tried Call Administration-Call routing-Add the number to CLID routing in that skillset, but the only resault for me is that the number is routed to a pecific skillset(regardless of what selected), and it gets no priority.

Please help

Eggert

 

[Sympology]

How many numbers are you talking of?
Not sure on Express, but hopefully similar enough...
One option is to duplicate each script for each number, assign Priorities as required 1, 2, 3 etc and queue to skillset. Make sure that skillsets are answered on a first in queue basis as oppossed to oldest.
Stu..

2 decades from retirement, 2 minutes from a breakdown

 

[eggertsae]

probably around 100 numbers.

We intend to use this so that our tech staff is able to call in without the que. They often need to call inn here when out on assignments.

 

[Sympology]

How about creating a seperate DDI (unlisted) ddi for them, capture this (point to a cdn?) and assign priority 1 to the appropriate areas.

Stu..

2 decades from retirement, 2 minutes from a breakdown

 

[sandyml]

I agree with StuReeves. Symposium Express does not have the scripting flexibility that the full Symposium Call Center application does. You need to have a way (like different CDNs) that these people can dial for each service, unlisted that only they use.