Hi Nathan
Some of the ideas put forward on this one have been to use the in-queue call flow associated with that queue to essentially send it back to itself - so pick up the original queue name and then use a Transfer to ACD task to send it back to the same queue again - setting the priority there, or have virtual/dummy queues and when the user transfers to that, essentially do the same thing but use that in-queue flow to send it to the "correct" queue.
Another thought is to do the transfer within a script so that you could actually send the call to a flow or number tied to a call routing flow instead - and have the logic in there. You could pass in the queue name from a variable in the script.
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Vaun McCarthy
NTT New Zealand Limited
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Original Message:
Sent: 05-03-2021 13:35
From: Nathan Washam
Subject: Priority On Internal Queue Transfer
Is there a way to reprioritize a call when making an internal queue to queue transfer? We have priorities set to match our customer call volumes but when an agent fields a call that ultimately needs to go to escalation for resolution the calls often sit for an unacceptable time before getting to the front of the line for assistance. We would like to have some systematic help to get these calls picked up first.
Thanks
#Telephony
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Nathan Washam
JACK HENRY & ASSOCIATES, INC.
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