Queue priorities ?

[spazz41]

We are wanting to make a queue where everyone will take calls out of first if any are there, and then if not check all the rest of the queues, this will be for a VIP service we will be offering. Is this possible with ipoffice 3.2 ?

 

[jamie77]

You can only give priority in incomming calls on the ICR's.

Levels 1-3.

So if your VIP comes in on a separate DDI to the other calls, give that DDI a better priority than the others.

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Fooball is not a matter of life and death-It is far more important!!!!

 

[spazz41]

It does indeed come in on its on DDI. If there are already calls in queue from other DDI's and one comes in from the VIP one, will it be the next call answered ?

 

[IPOfficeIreland]

answering calls is not something avaya control, that's up to the staff, but the call will jump the queue!

 

[jamie77]

Call with the highest priority should be presented as ringing calls before others.

I've never had to do this but that is the theory.

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Fooball is not a matter of life and death-It is far more important!!!!

 

[tlpeter]

Calls with a higer priority will be put in front in a queue
That is all it does


ACA - Implement IP Office
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[puregold]

If a call is already ringing a handset it will not jump in front of that one, but it will be next.

ACE - Avaya Certified Expert
ACI - Avaya Certified Instructor

 

[spazz41]

What if we have multiple queue's ? Will it just be pushed to the front of THAT queue, but not necessarily in front of all queues ?

 

[tlpeter]

Do you have multiple queue in a row ???
Why ???


ACA - Implement IP Office
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[spazz41]

I have agents that pull calls from 2 queues right now, we are adding a 3rd queue. I need ALL calls from the 3rd queue to always be answered before the calls in the other 2 queue's. It is sounding like this isnt how it will work, and will only escalate it in the queue itself.

 

[tlpeter]

You do have a special DDI for the vip calls ?
If yes then give it a higher priority (like said already) and send that to the same group as the other queue's

ACA - Implement IP Office
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[puregold]

It depends if you are usning the default start points for queue and still queued. If you are just using those then it will jump to the front of everything because everything in the system is using those start points.

If you have configured custom q start points it will only jump to the front of THAT q.

ACE - Avaya Certified Expert
ACI - Avaya Certified Instructor

 

[spazz41]

Well the reason for the separate group is so our agents can recognize this as a VIP call. Is there a way to have calls coming from different numbers show up differently without assigning them a special group ? Also most of our reporting is based on groups right now too.

 

[tlpeter]

In 4.1 you can put a tag at the incoming call route
This tag is shown on the phone or in phnemanager and softconsole


ACA - Implement IP Office
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!