Strange ACD request

[stevejones01]

Hi All

I have been asked to do the following:

When a specific landline number calls in (have to define about 10), they will automatically go to a specific queue within the 3300 and be handled accordingly. the idea being priority on these 10 outside lines.

Does anyone know if its possible? I have the latest version of 3300.

For now, i just set a high priority queue and assigned agents there and issues out the terminating number.

Any information would be great.

Thanks

 

[slapin]

As I understood it's ANI routing to serve VIP customers with higher priority?

 

[stevejones01]

that sounds a little better than my explanation

 

[slapin]

I would use 6160 IQ product. It's a little bit costly but it can route calls using complex set of rules. We've purchased one and it runs pretty well. Rebooted just few times for upgrades.
Another option is to get SIP license and route this kind of calls through Asterisk. Performance should not be an issue because it will be just a blind transfer and voice traffic will go directly from inbound trunk to the agent's phoneset.

 

[stevejones01]

thats fantastic, i will look into the availability and cost of the items. Thanks for your help

 

[SpongeVoIP]

Indeed you need IQ. But the cost can be dramatically decreased if the traffic coming into you environment allows you to use IQ BE (Business Edition). This is solution aimed for the smaller environments (max 8 ports), and attractively priced.

 

[stevejones01]

thanks for the replies all, much appreciated.