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Give a high priority of incoming calls against outbound calls

  • 1.  Give a high priority of incoming calls against outbound calls

    Top 25 Contributor
    Posted 10 days ago
    Hi all,

    Is it possible to give a high priority of incoming calls against outbound calls on the Purecloud ?

    For example, we have agent working on an Outbound Campaign and on the same time he receives incoming interaction (thourgh the same qeue)

    How we can give a high priority of any incoming call against outbound calls ?

    Thank you in advance.
    #Routing(ACD/IVR)
    #SystemAdministration


  • 2.  RE: Give a high priority of incoming calls against outbound calls

    GENESYS
    Posted 10 days ago

    Set the priority on the transfer to ACD action in your inbound flow.

    https://help.mypurecloud.com/articles/set-up-a-transfer-to-acd-action/



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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Give a high priority of incoming calls against outbound calls

    Top 25 Contributor
    Posted 10 days ago
    Hi Melissa,

    Many thanks for your reply, yes I believe that is possible to add priority on the ACD transfer for the incoming calls

    But the outbound calls (Campaings) didn't use Call Flows or Architect to route calls, only normal Campaign

    How can Purecloud link between calls coming through Architect (incoming calls) and outbound calls through Campaign ?

    Thank you.

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    Oudderhem Mostafa
    Coverage-Communication
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  • 4.  RE: Give a high priority of incoming calls against outbound calls

    GENESYS
    Posted 10 days ago
    Calls are routed based upon the timestamp of when they enter the queue.

    A Priority setting in Architect shifts the timestamp based on the level of priority assigned, whereas Outbound calls have no priority assigned. Therefore, assigning anything other than a Priority of zero stars in Architect has the effect of making an Inbound call appear to have arrived at least one minute before an outbound call that enters the queue at the same time. In such a case, the Inbound call would be routed first, and the Outbound call(s) will likely be abandoned.

    Keep in mind that Outbound Dialing does not take into account calls waiting in the Inbound side of the queue. It will place calls based on agent availability (predicted or actual based on dialing mode) so having a blended queue usually leads to increased abandons before dialing slows down to compensate.

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    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
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  • 5.  RE: Give a high priority of incoming calls against outbound calls

    Top 25 Contributor
    Posted 10 days ago
    Hi George,
    Thank you, it is very clear now, so I will apply priority for incoming calls through Architect and see what will happens when the both incoming and outbound calls arrives at the same time

    Thank you.

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    Oudderhem Mostafa
    Coverage-Communication
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