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Mitel Forums => Mitel Software Applications => Topic started by: rtoves on August 20, 2018, 02:25:03 PM

Title: contact center(prairiefyre)
Post by: rtoves on August 20, 2018, 02:25:03 PM

Hi,

I'm wondering if it's possible to insert callers into an existing queue at a higher position if they called another number than the primary number for the queue. I appreciate the info.

Title: Re: contact center(prairiefyre)
Post by: ghost on August 28, 2018, 01:19:09 AM

If you really want them in the same acd path (queue), you could bounce to a dummy ACD path with a higher Priority then interflow making sure to set "Interflow to this Path Uses This Path Priority" appropriately

Or you could have it as a separate, again with higher Priority, but use the same Agent skill groups from your first acd path, if you name the queue something different (eg VIP) and your agents would know the difference

Title: Re: contact center(prairiefyre)
Post by: rtoves on August 29, 2018, 06:11:57 PM

Right on, thanks!