The Priority setting merely offsets the time that PureCloud ACD thinks the call entered the queue. So, a priority of 0 means the call is viewed as coming into the queue at the actual datetime it arrived. A priority of 1 shifts that time back by 1 minute (actually 60,000 ms).
Routing is always FIFO (though affected by Skills scoring as well), so a call with priority set to 0 does not necessarily stay at the back of the queue, though it will stay there for a while.
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George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
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Original Message:
Sent: 12-20-2019 13:26
From: Charaf Eddine Chemlal
Subject: Apply lowest priority for some inbound calls
So @George Ganahl, To make sure the call is deprioritized in front of all other calls, just assign priority 0 ?
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Charaf Eddine Chemlal
NTT France
Original Message:
Sent: 12-20-2019 13:20
From: George Ganahl
Subject: Apply lowest priority for some inbound calls
https://help.mypurecloud.com/articles/work-with-data-tables/
Notes:- The number of data tables allowed in a single organization is 25.
- The number of data rows allowed in a single table is 250.
- The number of fields allowed in a single table is 25.
- The number of characters allows in a single reference key is 256.
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George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 12-20-2019 13:18
From: Charaf Eddine Chemlal
Subject: Apply lowest priority for some inbound calls
Thank you @George Ganahl
In my case, the list of those ANIs is more than 10 also it can be updated over time .
What is the limit that a Data Table can handle ?
Regards,
CHARAF
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Charaf Eddine Chemlal
NTT France
Original Message:
Sent: 12-20-2019 13:12
From: George Ganahl
Subject: Apply lowest priority for some inbound calls
Comparing the ANI against a list really depends on how many numbers you are talking about.
If it is less than 10, I'd say you could handle that with an expression in a Decision action or use a Select action. If more than that, but under the limits for a data table (and you don't think it will grow past the size of a data table), go that route. Otherwise Id use a CRM integration or a Web Services Data Action to connect with a database and store the priority info there, and assign priority as appropriate.
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George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 12-20-2019 13:06
From: Charaf Eddine Chemlal
Subject: Apply lowest priority for some inbound calls
Hello,
Would it be possible to deprioritize calls based on the ANI and put them last in a queue ?
Which would be the best solution for my use case ?
- From architect, using an if function ?
- Fetch these numbers from a Data Table and apply the lowest priority ?
Thank you in advance,
CHARAF
#Implementation
#Routing(ACD/IVR)
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Charaf Eddine Chemlal
NTT France
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