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  • 1.  Set Priority between Voice and Callback interactions

    Posted 05-22-2018 05:21
    No replies, thread closed.
    Hello,

    Can we set a different priority between Callback interaction and Voice interaction in Purecloud ?

    Thank you

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    Oudderhem Mostafa
    Coverage-Communication
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  • 2.  RE: Set Priority between Voice and Callback interactions
    Best Answer

    Posted 05-29-2018 11:05
    No replies, thread closed.
    Not currently.  The callback keeps the priority of the interaction.  The suggested workaround is to create another queue just for callbacks and transfer the interaction to that queue with a lower priority before creating the callback.

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    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 3.  RE: Set Priority between Voice and Callback interactions

    Posted 05-30-2018 03:21
    No replies, thread closed.
    Yes I see, I will purpose this to my customer

    Many thanks
    Original Message


  • 4.  RE: Set Priority between Voice and Callback interactions

    Posted 05-30-2018 14:38
    No replies, thread closed.
    how do you set priorities for queue level?

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    Ly Tran
    Cardinal Health 5, LLC
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    Original Message


  • 5.  RE: Set Priority between Voice and Callback interactions

    Posted 05-30-2018 14:49
    No replies, thread closed.
    See https://help.mypurecloud.com/articles/transfer-acd-action/.  Expand the section for the flow type you're interested in for an explanation of the priority values.




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    Melissa Bailey
    Genesys - Employees
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    Original Message


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