Any ideas how to do it :)

[kip1]

I would appreciate any hints how to do it (see the picture - I am not drunk, just my drawing skills are poor ).
The idea is two customers of one type to be routed based on their current priority - the one who have waited longer hit the target first, but in the same time VIP customer to have priority based on his service - not initial priority (attach data, which comes from IVR). It is simple to set initial priorities with big margins, but it is not decision in my case. 7.2.


The force will be with you..........always.

[Gulden_NL]

I'll take Customer #1 over #2 any day!  #2 is enough to make me head to the nearest bar and drink to forget her!  Doh!

[victor]

Well, I am not sure why this would be too difficult, but for starters:

look at page 86 or so of Universal Routing 7 Deployment Guide. That would give you a really good start on quite  a few different ways of getting this done.

It seems to me you have a multi-tier call flow here, thus I would start by creating a VQ for each service. Then I would use SetVQPriority to define the calls place within the queue. As long you have separate queues for each service targeting same agents, you will be able to adjust routing accordingly.

Another one worth playing with would be use_service_objectives and PriorityTunning. I know some people would raise their eyebrows on this one, but if you really think about, what you are talking here is multi-tier service objectives.

The great thing about ServiceObjectives is that it allows you to SCALE the priority of the call based on the time it has waited. Furthermore, you can use PriorityTunning to ensure that URS takes your VIP call as the very first one. Just create Service Objectives of 3600, 4200, and 4800 for the other ones, and your VIP calls would ALWAYS be placed first. Combine that with KeepQueue functionality, and you will be able to prevent other calls from being routed even when you have to play some sort of compliance message before routing it to the agent. I would think twice about KeepQueue functionality, but it is definitely a fun thing to try.

Gosh.... this is just of the top of my head. Of course, you can do wonders if SelectDN as well, but I would just keep it down to pretty icons with as little of f(x) icons as possible.

Vic

[Steve]

I think I would look at widening the initial priorities first, 1, 3 & 5 are not too close together if you expect type 1 calls to queue 7 minutes or more.

If the initial priorities were set to say 10, 20 and 30, then a call would need to queue for 10 minutes before it affected those in the next call type group.

[kip1]

10x all.  Steve, as I have mentioned big difference in initial priorities is the simplest way (and I have already set them  ) vic - you are vulpine man  . Just such kind of idea didn't came to me.10x again.

P.S. Recommended settings for different types of combined routing are from p 211

The force will be with you..........always.

[victor]

[code]Definitions of vulpine on the Web:

resembling or characteristic of a fox; "vulpine cunning"

Fox is a name applied to any of roughly 27 species of small to medium-sized canids, characterized by possessing a long, narrow snout, and a bushy ...
[/code]

I am not sure how to react to this one, but ...thank you! I had to look up vulpine though! Damn foreigners, always throwing all those hard words at us!