Assigning call priority

[Vic]

Hi,

does anyone know if it is possible to assign priority to the call via ActiveX for a particular URS queue?

Thanks!

[Fari]

Without using a routing strategy ?
Otherwise, any VQ priority could be assigned when URS handles an active call.
a possible way:
The ActiveX sets a flag somewhere. An incoming call launches a routing strategy which detects this flag and set the VQ priority to the required level...

[Sidney]

Too many xs in this question.

Let me guess some. I am assuming that, because you mention the ActiveX control, what you are trying to do is give priority to transferred calls. I mean an agent receives a call, and needs to transfer it to another group, and you want that call to take precedence over other calls waiting for the same group/skill/acd/ whatever.

In a full ERS implementation with skill based routing, just tag the call on the desktop (use TAttachData) and transfer the call back to the queue. Handle priority on the routing scripts.

If you are using a mixed routing (very common in the real world) where Genesys route calls to different ACDs, and the PBX handles the call delivery to the agents, I am going to describe what I would do in an Avaya G3 world.

Just create a split/skill where you transfer the calls. Assign that skill to the agents you want to handle the call and give priority to the skill (skills refers all the time to the Avaya skills). That will take care of the situation.

In Nortel won't be that easy but it is still possible. In other PBX might be and might not be. Check the PBX info.

Hope this helps.