VM Pro SET CALLER PRIORITY

[fedphone]

IPO R5 with Callsweet Call Center software .... they press 1 ;press 2; press 3 - the have agent who are members of all 3 groups. they want 1 to have the highest priority 2 and 3 to have the lowest.... from what i read on the HLEP function the SET CALLER PRIORITY on the TRANSFER FUNCTION it should do just that ..set it to 3 for the most important call; 1 for the leaset ...... so i called PRESALE and they told me no one had ever asked about that before and i should try it.....

not reassuring......

anyone done this?

 

[Gunnaro]

Wouldn't it be better to have only one HG for this?
Set the Priority and Description for each of the Transfer actions and be done with it.

If the departments have different business hours you can:
a) have a dynamic Menu, playing only prompts valid for the current time
b) test time condition after the key press.

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[fedphone]

adding - the all call the same number - press 1 for sales; 2 for service.... if you have 1 HG does the PRIORITY Caller get placed AHEAD of the other waiting lower priority calls>??

have you set this up?

 

[Gunnaro]

Yes, that is the only purpose of this feature.

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[derfloh]

But don't use the queue position action in VMPro. You can get angry callers if they start at queue position 2 and five minutes later they are on position 4 ;-)

 

[Gunnaro]

Actually it doesn't increase the QPOS, but I will have flaws

From the docs:

Do not mix calls of different priorities if you are using Voicemail Pro to announce the queue estimate time to answer (ETA) and the queue position to callers, since those values will no longer be accurate when a higher priority call is placed into the queue. Note that in such a situation, Voicemail Pro will not increase a value already announced to a caller.

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam