Transferring a caller into a Queue with a higher priority

[ssinger1]

Is there any way to transfer a call into a Queue with a higher priority than the other callers that are already waiting in the Queue? Pretty much I want to push certain calls ahead of other calls.

Equipment:
Option 61c Rel 23
Mer-MAX
Mer Mail
CCR

A receptionist transfers all calls to a Queue.

Thanks

 

[Reusser]

If this is simple acd (i am assuming)

you would build a new acd que, assign a phone to it (this could be a phone that no one will use), login and put in not ready. This new que will need to have HPQ set to Yes and OVDN to the correct que with OVTH set to 0.

Your receptionist can then transfer calls to this new que which will put the calls infront of those waiting in original que

 

[ssinger1]

That sounds good but unfortunately I can not depend on a spare phone sitting in not ready mode forever with a chance of someone taking the phone off of not ready.
These calls are suicidal calls.

Good Idea though.

I was hoping for a CCR treatment.

Here is what I was thinking.
I point a New CND Let’s say 1234 with the default ACD Queue of 6495 (Crisis Main) In CCR I programmed that all calls are priority 1.
In current Queue CDN 9444 has same default ACD Queue of 6495 (Crisis Main). But in CCR I program that all calls are given priority 2.

Any comments on this?

Thanks. Steve

 

[Sennback]

it was a long time since i was working with CCR, but if it is possible to do that with priority it seems like the best solution.

The advantage is that if the agetnt are logged it to the ACD queue and a high priority call comes in, it will be answerd.

If you have a "not ready phone" or high priority calls comming to a separate queue that the agents has to log in to, it is possible that they will miss that for some reason.

High priority calls to the same group seems fine, as long as there are agents enough to answer these calls within a reasonable time

 

[johnpoole]

keep it simple, have the call xfr to either a mcr key on all phones or a area ringer(chime) and the agents use pickup to grab it, i've had this problem before where some customers didn't have to wait, on the bell option the number was fna on 5 rings to the supervisors phone then after 3 to the owners phone..

john poole
bellsouth business
columbia,sc

 

[sandyml]

Steve, you should be fine doing that with CCR.