Queue Jumping

[Jes.amos]

Does anyone know if it is possible to have an option in the an IVR or Digital Receptionist that will place a at the top of the priority list once the call hits the queue? Nothing is jumping out at me or apparently obvious.

 

[sip.bg]

In Pro edition you can have priority queues, you can place a call in such queue, based on caller-ID of a caller.

 

[Jes.amos]

In Pro edition you can have priority queues, you can place a call in such queue, based on caller-ID of a caller.

So this is on a pro edition and I have enabled priority queue. This is a medical office and I need an option for doctors calling in to be able to skip the queue. Right now I have an option in the IVR for doctors to hit a ring group but lets just say weird things happen when the doctors ring group and the call queue ring at the same time. The queue seems to take priority over the ring group.

 

[sip.bg]

You may create CID inbound rules for doctors caller-IDs and route their calls directly to destination you want.

 

[Saqqara]

Info on setting up cid inbound rules https://www.3cx.com/docs/manual/inbound-did-call-routing/#h.9dvorfngfl2b

Another way, create an ivr and have a option that you do not say on the menu that the doctors can press to go to the priority queue (you have ready done this)

You would have two queues, where the doctors queue would be the priority queue (you would log agents into both queues). https://www.3cx.com/docs/manual/call-center-queues/

 

[Jes.amos]

Info on setting up cid inbound rules https://www.3cx.com/docs/manual/inbound-did-call-routing/#h.9dvorfngfl2b

Another way, create an ivr and have a option that you do not say on the menu that the doctors can press to go to the priority queue (you have ready done this)

You would have two queues, where the doctors queue would be the priority queue (you would log agents into both queues). https://www.3cx.com/docs/manual/call-center-queues/

If I went the two queues route I would need to figure out how to have distinctive ring tones for each queue so the agents can audibly hear that it isn't a standard ring.

 

[Jes.amos]

You may create CID inbound rules for doctors caller-IDs and route their calls directly to destination you want.

The problem is that the docs will mostly be from outside clinics and either calling from their homes or cell phones which are not published. I don't want to have to register 2500 distinct clinic CIDs plus their cell phones plus their home phones.

 

[sip.bg]

No easier way, you may import CIDs from .csv file

 

[mariosM_3CX]

Hello @Jes.amos

What is the problem with the approach of @Saqqara ?

You would have two queues, where the doctors queue would be the priority queue (you would log agents into both queues).

You could even go further and assign a different DID on the priority Queue and give that number only to the Doctors. Like this, they will even skip the IVR.
As for the agents to be able to distinguish calls between the two queues, if you go to Management Console >> Contacts >> Options, and select to "Add Group, Queue or DID/DDI Names to Caller ID", then the Queue name will be appended on the call.

 

[Jes.amos]

Hello @Jes.amos

What is the problem with the approach of @Saqqara ?


You could even go further and assign a different DID on the priority Queue and give that number only to the Doctors. Like this, they will even skip the IVR.
As for the agents to be able to distinguish calls between the two queues, if you go to Management Console >> Contacts >> Options, and select to "Add Group, Queue or DID/DDI Names to Caller ID", then the Queue name will be appended on the call.

The only problem with that is the agents will be talking with patients in person and on the phone, need to hear a different ring tone when it is a doctor calling so they can audibly hear that it is a more urgent call than normal.