Need help assigning priority to email queues. Tried using a table lookup in in CustomIVRWorkgoupQueueEmail, but it's not working. Can't find any refefernce to how this handler is called. Anyone done this ? Thanks, Allen

Originally posted by drgnbrth;16934
Need help assigning priority to email queues. Tried using a table lookup in in CustomIVRWorkgoupQueueEmail, but it's not working. Can't find any refefernce to how this handler is called. Anyone done this ? Thanks, Allen

Which CIC version are you on, Allen?

Originally posted by ijimenez;16965
Which CIC version are you on, Allen?

We are using 2.4.

I didnt use table lookup - but thats interesting.. Im on 2.4 also..Here's how we did it 1. In CustomIVRWorkgroupQueueEmail add a selection step referencing each email queue (assuming there's more than one) .. "workgroupname" = p_sDestQueueName (mine is immediately after the subroutine initiator) 2. Off of the new selection step add an Acd Specify Interaction step (giving each one a unique skill name) 3. Add an AcdInitiateProcessing step after that - assigning all pertinent skill weight info 4. Add the Skill in IA under the skills tab 5. Add the new skill to the users (each can have their own proficiency and desire to use)