Genesys Cloud - Main

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

Hello Mostafa, 

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

Cheers, 

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

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

Thanks.

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Mostafa OUDDERHEM
SABIO FRANCE SAS
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Original Message:
Sent: 09-18-2024 10:15
From: Cameron Tomlin
Subject: Keep the intial Call Priority while transfering the call to another Queue

Hello Mostafa, 

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

Cheers, 

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Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees
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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. 

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Morris Mbae
Gazelle Communications Corporation
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Hello Morris,

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

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Mostafa OUDDERHEM
SABIO FRANCE SAS
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Original Message:
Sent: 09-18-2024 17:15
From: Morris Mbae
Subject: Keep the intial Call Priority while transfering the call to another Queue

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. 

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Morris Mbae
Gazelle Communications Corporation
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