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Low Pririty calls never get answered

Low Pririty calls never get answered

Low Pririty calls never get answered

We have a client who has two incoming DDIs (DIDs) they want one DDI to be goto the front of the queue.

Now i thought great I have found a use for the call priority feature in the incoming call route.

However it was pointed out to me that the call rate is so high on the high priority DDI that the low priority calls may never reach the front of the queue to be answered.

What I need is some way for a low priority  caller who has been waiting for a long time to change to a higher priority so it gets to the front of the queue.

Do any of my learned friends have any ideas?

RE: Low Pririty calls never get answered

There is a way to do this, but it's not very neat.  I used this technique to accomplish priority queueing on a 1.4 system.

Create a second low priority queue with no members, set the overflow group to be your main queue, and define the overflow time as the amount of time you want to pass before these callers get bumped up in priority.

Now, to try to get the low priority callers through before this time, in your queued and still queued callflows for this low priority group do an assisted transfer to the main huntgroup extension.  Set the no-answer timeout to be 10 seconds.  And, VERY IMPORTANT, you need an entry prompt - I find /en/mc_01.wav (0.4 secs of silence) works well.

What will happen is every 10 secs (or whatever your q time is) the system will check to see if the main queue has any idle agents.  If so when the agent answers it will clear the call from the low priority q (since it has been answered).  If not, the queued callflow will end and drop the caller back into the low-pri q.  Of course you can also add a message asking them to wait - just connect the no-answer and busy results of the assisted transfer to your generic or q-pos token.

It may be obvious your low-priority callers run the risk of losing their position in the line-up but, c'est la vie.


RE: Low Pririty calls never get answered

Oh yeah... on your incoming call routes set both DID's to the same priority.

RE: Low Pririty calls never get answered

Even if you could escalate the low priority call to high priority after a set time, they would then be queued behind the already present high priority calls.

Really if your user if too busy with the high priority calls to ever get round to the low priority call then you have to be looking at having more people answering calls (or a self-serivce auto attendant for the callers).

RE: Low Pririty calls never get answered

Yes they would be behind the already queued high-pri, but at least no more calls would be inserted in front of them in the queue and they would get answered.

Not that I disagree about the client needing more staff..


RE: Low Pririty calls never get answered

perhaps a simpler solution is to have two groups, 1 for low priority & 1 for Hi
The hi priority group cold contain the same agent as the low priority group + 1 or 2 dedicated hi priority agents,
this would mean tat calls have equal priortity in the que, but if a hi pri agent became free the hi pri call would skip to the front.


RE: Low Pririty calls never get answered

Unfortunately until Avaya gives us a better way to do this (like priority/support feature on magix) we'll still be using shoestring and bubblegum.  I like your idea IPGuru - except the agents in both groups will end up taking more calls than the agents in the high priority group only.  Oh well - c'est la vie.


RE: Low Pririty calls never get answered

It may encorage agents to improve thier skills for promotion into the Hi pri group

I agree no solution is perfect still maby in release V4.0?

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