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Callback calls priority

thread1831-1790672

Callback calls priority

Callback calls priority

(OP)
Hi all,

I'm trying to achieve this :
* callers have the ability to ask for callback ==> done with callback ability, call remains is topic's queue, works fine
* callers that choose to keep on hold should be treated before callers which asked for callback

I'm struggling with the 2nd point. I tried to create a task tag which have a default value of 1 and which I set to 2 if the caller choose callback.
I then goes to "Source group priority", choose my topic, choose my task tag
But I still have the "oldest" call treated 1st (I've tried both UP & DOWN sort without any impact)

any idea of what I'm missing ?

Cheers

RE: Callback calls priority

(OP)
any idea ?

RE: Callback calls priority

It depends how your TaskFlow is configured.
Check in a Queue Monitor if the Tag stays as 2 while queuing.

"Trying is the first step to failure..." - Homer

RE: Callback calls priority

(OP)
we display the tag in realtime supervision. The tag is set to 2 when callback is asked.
But the routing process stills distribute calls in FIFO instead of the dealing with call's with tag to 1 first.

RE: Callback calls priority

Then there's something wrong with your priority settings.

"Trying is the first step to failure..." - Homer

RE: Callback calls priority

(OP)

I tried in both sort order

RE: Callback calls priority

Are all calls queuing to TOPIC-CALLBACK?

"Trying is the first step to failure..." - Homer

RE: Callback calls priority

(OP)
yes they are

RE: Callback calls priority

(OP)
We've made a lot of test and it seems that the priority is not working when we have a callback set.

With a standard task flow, we manage to use priority to answer 1st calls with the lowest priority.
But when we have a call waiting in the queue to be called back it is always treated by FIGO, even if it had an higher priority

I'm running 10.1.0, do you think it may be a bug ?

RE: Callback calls priority

(OP)
I have opened a case for this ... will update when support answers :)

RE: Callback calls priority

There's always at least one bug in a IPOCC release =)

I didn't notice it when I tested the callback, but to be fair all our customers use a custom built callback until Avaya fixes their own to be usable.

"Trying is the first step to failure..." - Homer

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