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  • 1.  Keep the intial Call Priority while transfering the call to another Queue

    Posted 09-18-2024 05:58
    No replies, thread closed.

    Hi,

    I have question regarding the call Priority, when the Queue A receives an incoming call with Priority 20 for example (through Call Flow) and then, the call is answered and transferred to another Queue (Queue B), what will be the priority ?

    It will keep the first Priority assigned in Queue A (through the Call Flow) or it will reset the Call Priority to 0 ?

    Thank you. 


    #Routing(ACD/IVR)
    #SystemAdministration


  • 2.  RE: Keep the intial Call Priority while transfering the call to another Queue

    Posted 09-18-2024 10:16
    No replies, thread closed.

    Hello Mostafa, 

    I will admit I am not an architect/queue master. But I believe it will keep the original call Priority.

    Cheers, 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Keep the intial Call Priority while transfering the call to another Queue

    Posted 09-18-2024 10:21
    No replies, thread closed.

    Hello Cameron,

    Thanks for your feedback, ok I think also that it will keep the priority for voice media.

    Thanks.



    ------------------------------
    Mostafa OUDDERHEM
    SABIO FRANCE SAS
    ------------------------------

    Original Message


  • 4.  RE: Keep the intial Call Priority while transfering the call to another Queue
    Best Answer

    Posted 09-18-2024 17:15
    No replies, thread closed.

    Hello Mostafa,

    The queue priority in this instance will change depending on the in-queue call flow priority set in Queue B since the call was already answered in Queue A & it's manually transferred by an agent, then it's treated as a new interaction in Queue B. However if the transfer to Queue A is due to a flow action or via a routing method e.g. Conditional Group routing then it will retain Queue A's priority. 



    ------------------------------
    Morris Mbae
    Gazelle Communications Corporation
    ------------------------------

    Original Message


  • 5.  RE: Keep the intial Call Priority while transfering the call to another Queue

    Posted 09-19-2024 05:03
    No replies, thread closed.

    Hello Morris,

    Many thanks for your feedback, it is very clear for me.



    ------------------------------
    Mostafa OUDDERHEM
    SABIO FRANCE SAS
    ------------------------------

    Original Message


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