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Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: Muhman on January 03, 2022, 07:58:54 AM

Title: Call prioritising in IVR
Post by: Muhman on January 03, 2022, 07:58:54 AM

Good Afternoon.

Appologies for such qiestion but is there a way to have call prioritisation on Mitel call flow menu

I got a menu with  2 options in a workflow and they both go to the same grup buit i need option 1 to be put towards front of the queue if there is a way to do so ?

Thanks

E

Title: Re: Call prioritising in IVR
Post by: ZuluAlpha on January 03, 2022, 09:27:27 AM

Not sure how you would do it from the IVR, but possibly could do it with skill groups in your queue.

Title: Re: Call prioritising in IVR
Post by: johnp on January 03, 2022, 11:59:03 AM

Quote

Not sure how you would do it from the IVR, but possibly could do it with skill groups in your queue.

I would create a new path with the same agents but at higher priority myself

Title: Re: Call prioritising in IVR
Post by: Muhman on January 04, 2022, 03:42:57 AM

Quote from: johnp on January 03, 2022, 11:59:03 AM

Quote

Not sure how you would do it from the IVR, but possibly could do it with skill groups in your queue.

I would create a new path with the same agents but at higher priority myself

Thanks for the suggestion.

I have created a new queue for the agent group with P65 and changed existing Queue P to 60 so that should in theory prioritise Opt1 over Op2 !