Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: twiddley on November 08, 2011, 09:37:57 AM
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We have a customer who requires a queue jump facility for VIP's. What they want is if a queue is established, when a VIP calls and enters the queue allow for them to press * which would force their call to the front of the queue and be the next to be answered.
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I suppose do you mean whilst they are in the queue or at the IVR?
Generally * or # is used by alot of people to bypass IVR functionality.
Not advisable to use this
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Hi,
We use a DB to do this but it has to be maintained so possibly not an option. We grade them as platinum, gold and silver based on certain criteria. This means you dont get people that press * by mistake coming through as a VIP
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Different priority route points?
We use this to allow calls transferred from other service lines to jump the queue. If we gave out the numbers anyone calling in on that route point would jump the queue too.
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Hi Steve,
Yes this seperates out lets say a customer that spends $1 a year with you compared to $1 million.
Even if we transfer a call when it hits these RPs it still does the DB dip.
The business don't want the big bucks to wait
Tambo
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Agree with Tambo - it should be based on some criteria pulled from the database instead of some user action, because once the secret is out, everyone will be using it. (Similar to that web page that identifies the keystrokes needed to get out of the IVR and to an agent for MANY companies)
In our case, we use a different criteria:
1 - Toll-free number called (DNIS) - because this can identify a specific, higher-touch relationship
2 - account number - if a caller happens to come in on a different line and identifies him/herself, we can change the priority of the call
3 - "At Risk" callers - again, based on the account number.
Most of our callers start at the same priority - 1 - and this increases by 1 every minute.
Some of our "higher touch" callers may start at a higher priority - maybe 5 - and increases by 1 every minute. This may move them to the front of the line, but they may still be behind someone.
In some cases, we will change the priority step value - so instead of increasing by 1 every minute, the step value may be 2 or 3, so they get moved to the front of the line quicker.
There is a good section in one of the URS references about Priority routing. It is worth reading.
Just be careful that you do not implement Last In, First Out routing (whoever presses * winds up at the front of the line), because the person who was first in will constantly be pushed back, and their call may never get answered.
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If you try to use a * or # on IVR, most of the time it bypass the call and if you try to add this on Genesys then it can bypass the VIP call as well. The thing you can do is you can provide a separate Genesys for a VIP customers so that they do not need to wait in queue for more time.