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Hi-was reading through this thread, links, and the transfer to ACD action for setting Priority.
We have a requirement that is as follows: If a call is presented to a queue and the call is a transfer from another queue and is on hold for <10 (or x) minutes, it would always take precedence/have priority over a regular inbound call to that queue and the transferred call would route to an agent first. However, after 10 minutes on hold, the desired logic would be for the regular inbound call to take precedence/priority over a transferred call. The purpose of this is to generally limit the wait time of transferred calls, but also not make regular calls in queue wait too long to get answered. What is the best way to accomplish this? #Routing(ACD/IVR)