Queue prioritys

[Nicky_Iversen]

Hi
Is it possible to make individual priority of incoming calls in queues?
e.g:
Queue 1 = priority 1
Queue 2 = priority 2
Queue 3 = priority 3

Such that calls are distributed according to which queue priority they have ended up in. But also with an algorithm that distributes calls with the longest waiting time before priority 1. 1 person who has waited 5 min. in queue 3, for example, has a higher priority than a person who has waited 10 seconds in queue 1.

Hope this is understandable. Can you possibly do it with CFD?

Otherwise, it is a great desire for development. eg with up to 10 priorities.

 

[Saqqara]

Queues can have priority, check queue options https://www.3cx.com/docs/manual/call-center-queues/

 

[Nicky_Iversen]

Queues Can have 2 priority. Normal or HIGH, when running a call center with multiple queues - I need the possibility to prioritize the queues individually.

 

[NicholasP_3CX]

The queue prioritises the way the agents will receive a call.

So if an agent is in both queues, the calls from the queue defined as a priority queue will be sent to the agent first. There is only 1 priority level (ON)

To define which queue a customer will go to based on their status will need to be defined either by Inbound rules, or via a CFD through a database connection where the decision will be made based on that and forward the call to the relevant queue.

 

[Nicky_Iversen]

To define which queue a customer will go to based on their status will need to be defined either by Inbound rules, or via a CFD through a database connection where the decision will be made based on that and forward the call to the relevant queue.

Any examples on how to set this up?

 

[NicholasP_3CX]

Just define the queue you wish to have as a priority and select the option.



When agents in this queue are members of other queues, this queues calls will be forwarded to them first. There is literally no other configuration required.

 

[Nicky_Iversen]

Let’s say I have 20 calls in 5 queues - 3 of the queues are priority queues, how will the calls be diverted?

3 calltakers have same skills, and are member of all queues.

Why is there only one priority?

If I need queue 1 to be the highest priority, and queue 2 to be higher priority than queue 3.
How can this be done with CFD?

 

[NicholasP_3CX]

The queues will only prioritise the calls to the agents. For example your agents are in the queues "Sales" and "VIP Sales", the calls from the VIP Sales will hit them first.

The actual sending of the calls to the queues to be processed can be done either by a Caller ID Inbound rule, or the CFD app which you would need to create to process the calls.

There is only 1 priority because this was a design choice by the product management team.

For the CFD, you would need to have a database with the customers caller IDs which would have a queue defined. The CFD would do a database search based on the Caller ID and forward the call accordingly to the correct queue.

Information on the CFD can be found at: https://www.3cx.com/docs/manual/call-flow-designer-manual/ or from a 3CX Partner.