Symposium Express Priorities

[LeesaM]

We have a very basic set up for a Symposium Express using Meridian Mail for a greeting message, currently with one option.

Our service desk are wanting to add an additional option which callers can press which ensures this call is answered with the hightest priority.

I have set up the option (which calls a CDN) in Meridian mail on the main greeting message. I have also set up a new CDN, call treatment, skillset etc. However how do I ensure that these calls are answered before any other calls. Is this done in the skillset priority for the agents or in the Call routing wizard?

Currently the main service desk number is set to priority 1. Do I need to lower this to 2 and increase the new call treatment to 1?

Thanks
Leesa

 

[captaingadget]

It's done in the call routing wizard exactly as you have suggested. If you do it in the skillset you only prioritise the agents not the calls.