Priority handling

[jtarjanyi]

Hi,

I would like to prioritize calls on different topic. There is 2 main topic just in case called Topic A and Topic B which are leading an IVR menu and split calls into different skills (new topics) called Topic A1, topic A2, topic b1, topic b2 etc.

I want to set higher priority to all topic a1, a2, against topic b1, b2.

I have set up higher priory on the topic a1, and a2, but have same level on topic A, and topic B. According to logs, it is changed when the call routed to an other topic.
Unfortunately it seems if a topic b1, b2 queued earlier, than it handled out earlier to Agent

Is it the right way to handle priority ?


The field description of the topic is not so informative: PRIORITY : "Displays the priority of the selected topic.
You can assign a priority to a topic. The priority is evaluated only if the IP Office Contact Center server handles the call routing. You can set the priority between 0 and 100.
"

[kruegerb]

to sort Task by Topic priority you have to use in the Task flow -> menu Tools -> "Source Priority Group". the Default sort criteria is the longest wait time. but you can define priority Group for several Topics with several sort criteria. Changes made to priority Groups only take effect after the Task flow set is reactivated.
create source priority Group, click on button calls, select Topics, which sould be sorted by Topic priority, in the lower part click on button Add, select the sorting criteria (-> queuePrio), activate Task flow.

[jtarjanyi]

Many thanks it works like a charm.

If I'm right I can use more sort order, like 1st is priority (queuePrio), and after position in queue (positionInQueue).

http://imgur.com/xVwYFb1

Is it OK ?

[kruegerb]

yes, you can use more than on sort criteria

[jtarjanyi]

yes, you can use more than on sort criteria

Big thanks!