As Sean mentions, there is no correlation between the Priority setting on the Campaign and Priority set on a call in Architect.
Default priority on an outbound dialer call is 0:
"conversationRoutingData": {
"queue": {
"id": "7e605ad9-b2a7-453f-a563-c41c868762ca",
"selfUri": "/api/v2/routing/queues/7e605ad9-b2a7-453f-a563-c41c868762ca"
},
"priority": 0,
"skills": [],
"scoredAgents": []
No way to change that in the Admin interface. For example, the above call was set with a priority of 5 in the Campaign configuration.
Another thing to note is that if you run a blended queue environment (agents taking both Inbound and Outbound calls), any outbound calls that connect to live people will be routed to the queue and stay on hold in the queue waiting for an agent until either answered or the remote party disconnects, which can be quite illegal in most places (you usually have to connect an outbound call to an agent within two or three seconds after reaching a live person to remain legal most places in the world, or at least play some information about your company and why you are calling).
So, as Sean says, Genesys Cloud does not officially support blended queues.
------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------
Original Message:
Sent: 03-09-2020 17:27
From: Robert Wakefield-Carl
Subject: Agents: In-Queue and Campaign at same time
You set that in the Campaign under Advanced, but you are limited to 1 to 5 stars, so set this to 5 and your calls to 3 or 2.
------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 03-09-2020 09:43
From: Ali Aljohani
Subject: Agents: In-Queue and Campaign at same time
Dear Robert,
Your great explanation is very helpful. Thank you for this useful details.
However, actually I am looking for the opposite that the outbound calls have higher priority than the inbound.
Since we have customized our callback based on outbound campaign, I do not want the inbound takes over the outbound.
You said "By default, the priority of inbound and outbound are the same". Do you know what is the priority number for both by default? Is there a way to set the outbound priority?
Thank you very much,
Best regards,
------------------------------
Ali Aljohani
Hadef Information Technology Co.
Original Message:
Sent: 03-08-2020 20:19
From: Robert Wakefield-Carl
Subject: Agents: In-Queue and Campaign at same time
This what is called a blended queue environment where agents can be in the same queue for multiple media types as well as for inbound and outbound dialing. By default, the priority of inbound and outbound are the same and therefore, the inbound will not interrupt outbound dialing, but will attempt to offer an inbound call the agent before making another outbound call, but also will not abandon the outbound calling (like when it is already connected to a customer) when an inbound call comes in.
If you want priority of inbound calls over outbound dialing, you need to set the inbound call priority when transferring to the ACD something higher than any outbound call would have. Since that max is 10, if you set the inbound calls to 10+xxxxx like 10+999, then it will have 1009 of priority - sure to trump any other outbound call. Yes, you actually have to use the 10+ and whatever number you have.
------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 03-08-2020 09:43
From: Ali Aljohani
Subject: Agents: In-Queue and Campaign at same time
Dears,
If we have an agent that is assigned to inbound queue calls as well as outbound campaign (let us say Power) at the same time.
My question is related to the following case, the system would give the priority for inbound calls over the campaign outbound calls; in other words, when the agent becomes available, and there are inbound calls in the IVR, will the system assign this agent to outbound campaign or will it wait until no inbound (in-queue/IVR)?
Best regards,
#Outbound
#Routing(ACD/IVR)
#Unsure/Other
------------------------------
Ali Aljohani
Hadef Information Technology Co.
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