After answering the call, in the case where the consult line goes to queue, the line that consults goes to priority = 0.

Is there a way to increase the priority of the consult?

If so, where should I go to fix it?

You would have to transfer to an Inbound Flow and then set the priority there when you place the call into the Queue.

HTH

After answering the call, in the case where the consult line goes to queue, the line that consults goes to priority = 0.

Is there a way to increase the priority of the consult?

If so, where should I go to fix it?

Hi @Paul Simpson

I have 10 queues to transfer, so I have to create 10 flows, 1 flow per 1 queue? 

You would have to transfer to an Inbound Flow and then set the priority there when you place the call into the Queue.

HTH

After answering the call, in the case where the consult line goes to queue, the line that consults goes to priority = 0.

Is there a way to increase the priority of the consult?

If so, where should I go to fix it?

Hi Nuttapong,
if you want to avoid 10 copys of the flow, than you need to find a way to "send" variables to that flow. One possibility would be 10 "consult-buttons" (1 for each queue), that write the desired queue into the participant data of the call and read that information out in the flow. You could also work with 10 different DIDs, that the agents use for transfer, that are leading to that flow.

Best
Christoph

Hi @Paul Simpson

I have 10 queues to transfer, so I have to create 10 flows, 1 flow per 1 queue? 

You would have to transfer to an Inbound Flow and then set the priority there when you place the call into the Queue.

HTH

After answering the call, in the case where the consult line goes to queue, the line that consults goes to priority = 0.

Is there a way to increase the priority of the consult?

If so, where should I go to fix it?

Hi Christoph

If you press Consult to queue and set In-queue flow as follows, will it help with priority or not?

Hi Nuttapong,
if you want to avoid 10 copys of the flow, than you need to find a way to "send" variables to that flow. One possibility would be 10 "consult-buttons" (1 for each queue), that write the desired queue into the participant data of the call and read that information out in the flow. You could also work with 10 different DIDs, that the agents use for transfer, that are leading to that flow.

Best
Christoph

Hi @Paul Simpson

I have 10 queues to transfer, so I have to create 10 flows, 1 flow per 1 queue? 

You would have to transfer to an Inbound Flow and then set the priority there when you place the call into the Queue.

HTH

After answering the call, in the case where the consult line goes to queue, the line that consults goes to priority = 0.

Is there a way to increase the priority of the consult?

If so, where should I go to fix it?

Hi Christoph

If you press Consult to queue and set In-queue flow as follows, will it help with priority or not?

Hi Nuttapong,
if you want to avoid 10 copys of the flow, than you need to find a way to "send" variables to that flow. One possibility would be 10 "consult-buttons" (1 for each queue), that write the desired queue into the participant data of the call and read that information out in the flow. You could also work with 10 different DIDs, that the agents use for transfer, that are leading to that flow.

Best
Christoph

Hi @Paul Simpson

I have 10 queues to transfer, so I have to create 10 flows, 1 flow per 1 queue? 

You would have to transfer to an Inbound Flow and then set the priority there when you place the call into the Queue.

HTH

After answering the call, in the case where the consult line goes to queue, the line that consults goes to priority = 0.

Is there a way to increase the priority of the consult?

If so, where should I go to fix it?

Hi Christoph

If you press Consult to queue and set In-queue flow as follows, will it help with priority or not?

Hi Nuttapong,
if you want to avoid 10 copys of the flow, than you need to find a way to "send" variables to that flow. One possibility would be 10 "consult-buttons" (1 for each queue), that write the desired queue into the participant data of the call and read that information out in the flow. You could also work with 10 different DIDs, that the agents use for transfer, that are leading to that flow.

Best
Christoph

Hi @Paul Simpson

I have 10 queues to transfer, so I have to create 10 flows, 1 flow per 1 queue? 

You would have to transfer to an Inbound Flow and then set the priority there when you place the call into the Queue.

HTH

After answering the call, in the case where the consult line goes to queue, the line that consults goes to priority = 0.

Is there a way to increase the priority of the consult?

If so, where should I go to fix it?

Hi Nuttapong,

This is exactly how we have setup ours.
Some additional steps. We only have one "transfer" specific in-queue flow. In this flow, what we have done is to check the current queue name, and if that queue name contains word "Transfer" in it, we query a datatable that has the applicable priority for transferred calls for the specific "Transfer" queue. If found in the datatable we set the priority of that call with the value from the datatable, otherwise if not found or a the in-queue flow is used for a different queue, then the process does not change the priority.
Another important information is that if you set the value of priority to be say 100, 500, which are small numbers, it hardly makes a difference, so we ended up using priority of above 10000 where we can see the impact of it.

Regards

Hi Christoph

If you press Consult to queue and set In-queue flow as follows, will it help with priority or not?

Hi Nuttapong,
if you want to avoid 10 copys of the flow, than you need to find a way to "send" variables to that flow. One possibility would be 10 "consult-buttons" (1 for each queue), that write the desired queue into the participant data of the call and read that information out in the flow. You could also work with 10 different DIDs, that the agents use for transfer, that are leading to that flow.

Best
Christoph

Hi @Paul Simpson

I have 10 queues to transfer, so I have to create 10 flows, 1 flow per 1 queue? 

You would have to transfer to an Inbound Flow and then set the priority there when you place the call into the Queue.

HTH

After answering the call, in the case where the consult line goes to queue, the line that consults goes to priority = 0.

Is there a way to increase the priority of the consult?

If so, where should I go to fix it?

@Vineet Kakroo

Not sure if the config is correct or not. Please help advise.

Hi Nuttapong,

This is exactly how we have setup ours.
Some additional steps. We only have one "transfer" specific in-queue flow. In this flow, what we have done is to check the current queue name, and if that queue name contains word "Transfer" in it, we query a datatable that has the applicable priority for transferred calls for the specific "Transfer" queue. If found in the datatable we set the priority of that call with the value from the datatable, otherwise if not found or a the in-queue flow is used for a different queue, then the process does not change the priority.
Another important information is that if you set the value of priority to be say 100, 500, which are small numbers, it hardly makes a difference, so we ended up using priority of above 10000 where we can see the impact of it.

Regards

Hi Christoph

If you press Consult to queue and set In-queue flow as follows, will it help with priority or not?

Hi Nuttapong,
if you want to avoid 10 copys of the flow, than you need to find a way to "send" variables to that flow. One possibility would be 10 "consult-buttons" (1 for each queue), that write the desired queue into the participant data of the call and read that information out in the flow. You could also work with 10 different DIDs, that the agents use for transfer, that are leading to that flow.

Best
Christoph

Hi @Paul Simpson

I have 10 queues to transfer, so I have to create 10 flows, 1 flow per 1 queue? 

You would have to transfer to an Inbound Flow and then set the priority there when you place the call into the Queue.

HTH

After answering the call, in the case where the consult line goes to queue, the line that consults goes to priority = 0.

Is there a way to increase the priority of the consult?

If so, where should I go to fix it?

Yes all good, except check step-16 in the in-queue flow where you will need to use "Call.CurrentQueue.name"

@Vineet Kakroo

Not sure if the config is correct or not. Please help advise.

Hi Nuttapong,

This is exactly how we have setup ours.
Some additional steps. We only have one "transfer" specific in-queue flow. In this flow, what we have done is to check the current queue name, and if that queue name contains word "Transfer" in it, we query a datatable that has the applicable priority for transferred calls for the specific "Transfer" queue. If found in the datatable we set the priority of that call with the value from the datatable, otherwise if not found or a the in-queue flow is used for a different queue, then the process does not change the priority.
Another important information is that if you set the value of priority to be say 100, 500, which are small numbers, it hardly makes a difference, so we ended up using priority of above 10000 where we can see the impact of it.

Regards

Hi Christoph

If you press Consult to queue and set In-queue flow as follows, will it help with priority or not?

Hi Nuttapong,
if you want to avoid 10 copys of the flow, than you need to find a way to "send" variables to that flow. One possibility would be 10 "consult-buttons" (1 for each queue), that write the desired queue into the participant data of the call and read that information out in the flow. You could also work with 10 different DIDs, that the agents use for transfer, that are leading to that flow.

Best
Christoph

Hi @Paul Simpson

I have 10 queues to transfer, so I have to create 10 flows, 1 flow per 1 queue? 

You would have to transfer to an Inbound Flow and then set the priority there when you place the call into the Queue.

HTH

After answering the call, in the case where the consult line goes to queue, the line that consults goes to priority = 0.

Is there a way to increase the priority of the consult?

If so, where should I go to fix it?

@Vineet Kakroo

I've tried following the instructions. The result is still the same, priority in queue = 0.

Yes all good, except check step-16 in the in-queue flow where you will need to use "Call.CurrentQueue.name"

@Vineet Kakroo

Not sure if the config is correct or not. Please help advise.

Hi Nuttapong,

This is exactly how we have setup ours.
Some additional steps. We only have one "transfer" specific in-queue flow. In this flow, what we have done is to check the current queue name, and if that queue name contains word "Transfer" in it, we query a datatable that has the applicable priority for transferred calls for the specific "Transfer" queue. If found in the datatable we set the priority of that call with the value from the datatable, otherwise if not found or a the in-queue flow is used for a different queue, then the process does not change the priority.
Another important information is that if you set the value of priority to be say 100, 500, which are small numbers, it hardly makes a difference, so we ended up using priority of above 10000 where we can see the impact of it.

Regards

Hi Christoph

If you press Consult to queue and set In-queue flow as follows, will it help with priority or not?

Hi Nuttapong,
if you want to avoid 10 copys of the flow, than you need to find a way to "send" variables to that flow. One possibility would be 10 "consult-buttons" (1 for each queue), that write the desired queue into the participant data of the call and read that information out in the flow. You could also work with 10 different DIDs, that the agents use for transfer, that are leading to that flow.

Best
Christoph

Hi @Paul Simpson

I have 10 queues to transfer, so I have to create 10 flows, 1 flow per 1 queue? 

You would have to transfer to an Inbound Flow and then set the priority there when you place the call into the Queue.

HTH

After answering the call, in the case where the consult line goes to queue, the line that consults goes to priority = 0.

Is there a way to increase the priority of the consult?

If so, where should I go to fix it?

Where are you checking the priority after setting the priority inside the inqueue flow ?

I think you may need to check this inside the developer centre where you can run the conversation API and check the specific participant where the new priority has been set.

@Vineet Kakroo

I've tried following the instructions. The result is still the same, priority in queue = 0.

Yes all good, except check step-16 in the in-queue flow where you will need to use "Call.CurrentQueue.name"

@Vineet Kakroo

Not sure if the config is correct or not. Please help advise.

Hi Nuttapong,

This is exactly how we have setup ours.
Some additional steps. We only have one "transfer" specific in-queue flow. In this flow, what we have done is to check the current queue name, and if that queue name contains word "Transfer" in it, we query a datatable that has the applicable priority for transferred calls for the specific "Transfer" queue. If found in the datatable we set the priority of that call with the value from the datatable, otherwise if not found or a the in-queue flow is used for a different queue, then the process does not change the priority.
Another important information is that if you set the value of priority to be say 100, 500, which are small numbers, it hardly makes a difference, so we ended up using priority of above 10000 where we can see the impact of it.

Regards

Hi Christoph

If you press Consult to queue and set In-queue flow as follows, will it help with priority or not?

Hi Nuttapong,
if you want to avoid 10 copys of the flow, than you need to find a way to "send" variables to that flow. One possibility would be 10 "consult-buttons" (1 for each queue), that write the desired queue into the participant data of the call and read that information out in the flow. You could also work with 10 different DIDs, that the agents use for transfer, that are leading to that flow.

Best
Christoph

Hi @Paul Simpson

I have 10 queues to transfer, so I have to create 10 flows, 1 flow per 1 queue? 

You would have to transfer to an Inbound Flow and then set the priority there when you place the call into the Queue.

HTH

After answering the call, in the case where the consult line goes to queue, the line that consults goes to priority = 0.

Is there a way to increase the priority of the consult?

If so, where should I go to fix it?

@Vineet Kakroo

Can't check from here? priority here is only what passes from flow?

If you want to check What should I do?

Where are you checking the priority after setting the priority inside the inqueue flow ?

I think you may need to check this inside the developer centre where you can run the conversation API and check the specific participant where the new priority has been set.

@Vineet Kakroo

I've tried following the instructions. The result is still the same, priority in queue = 0.

Yes all good, except check step-16 in the in-queue flow where you will need to use "Call.CurrentQueue.name"

@Vineet Kakroo

Not sure if the config is correct or not. Please help advise.

Hi Nuttapong,

This is exactly how we have setup ours.
Some additional steps. We only have one "transfer" specific in-queue flow. In this flow, what we have done is to check the current queue name, and if that queue name contains word "Transfer" in it, we query a datatable that has the applicable priority for transferred calls for the specific "Transfer" queue. If found in the datatable we set the priority of that call with the value from the datatable, otherwise if not found or a the in-queue flow is used for a different queue, then the process does not change the priority.
Another important information is that if you set the value of priority to be say 100, 500, which are small numbers, it hardly makes a difference, so we ended up using priority of above 10000 where we can see the impact of it.

Regards

Hi Christoph

If you press Consult to queue and set In-queue flow as follows, will it help with priority or not?

Hi Nuttapong,
if you want to avoid 10 copys of the flow, than you need to find a way to "send" variables to that flow. One possibility would be 10 "consult-buttons" (1 for each queue), that write the desired queue into the participant data of the call and read that information out in the flow. You could also work with 10 different DIDs, that the agents use for transfer, that are leading to that flow.

Best
Christoph

Hi @Paul Simpson

I have 10 queues to transfer, so I have to create 10 flows, 1 flow per 1 queue? 

You would have to transfer to an Inbound Flow and then set the priority there when you place the call into the Queue.

HTH

After answering the call, in the case where the consult line goes to queue, the line that consults goes to priority = 0.

Is there a way to increase the priority of the consult?

If so, where should I go to fix it?

Well yes it does not seem to reflect on there for some reason. Maybe needs a ticket to Genesys.
What you need to do is to check the api/v2/conversations/{conversationId} API in https://developer.genesys.cloud/devapps/api-explorer-standalone and use the conversationId to execute this API. Then check the participant for the specific transfer queue and its priority.
It shoud look something like;

@Vineet Kakroo

Can't check from here? priority here is only what passes from flow?

If you want to check What should I do?

Where are you checking the priority after setting the priority inside the inqueue flow ?

I think you may need to check this inside the developer centre where you can run the conversation API and check the specific participant where the new priority has been set.

@Vineet Kakroo

I've tried following the instructions. The result is still the same, priority in queue = 0.

Yes all good, except check step-16 in the in-queue flow where you will need to use "Call.CurrentQueue.name"

@Vineet Kakroo

Not sure if the config is correct or not. Please help advise.

Hi Nuttapong,

This is exactly how we have setup ours.
Some additional steps. We only have one "transfer" specific in-queue flow. In this flow, what we have done is to check the current queue name, and if that queue name contains word "Transfer" in it, we query a datatable that has the applicable priority for transferred calls for the specific "Transfer" queue. If found in the datatable we set the priority of that call with the value from the datatable, otherwise if not found or a the in-queue flow is used for a different queue, then the process does not change the priority.
Another important information is that if you set the value of priority to be say 100, 500, which are small numbers, it hardly makes a difference, so we ended up using priority of above 10000 where we can see the impact of it.

Regards

Hi Christoph

If you press Consult to queue and set In-queue flow as follows, will it help with priority or not?

Hi Nuttapong,
if you want to avoid 10 copys of the flow, than you need to find a way to "send" variables to that flow. One possibility would be 10 "consult-buttons" (1 for each queue), that write the desired queue into the participant data of the call and read that information out in the flow. You could also work with 10 different DIDs, that the agents use for transfer, that are leading to that flow.

Best
Christoph

Hi @Paul Simpson

I have 10 queues to transfer, so I have to create 10 flows, 1 flow per 1 queue? 

You would have to transfer to an Inbound Flow and then set the priority there when you place the call into the Queue.

HTH

After answering the call, in the case where the consult line goes to queue, the line that consults goes to priority = 0.

Is there a way to increase the priority of the consult?

If so, where should I go to fix it?

You can also use PATCH /api/v2/routing/conversations/{conversationId} to set and check the priority, sending an empty body from memory will change nothing but the response will have the current priority. 

But also yes the UI doesn't update priority displayed if updated InQueue yet.

One way you can get around identifying internal transfer vs new call to queue when updating InQueue priority is, using skills. So every inbound call we set a skill, even if it is a 1 skill to 1 queue scenario, That way on transfer there is no skill, so In Queue we check is there a skill assigned, if no, then its internal transfer so boost priority. 

The other way you could this not yet mentioned, is dummy internal DDIs. And staff press a button to transfer to that DDI, they can all point to the same flow, in which you can then do a check dialed number to figure out where it is going and hence what priority to set.

Or as mentioned set output / set participant data in the agent script that you can lookup on transfer to flow/queue.

Just wanted to provide a few other options. 

Well yes it does not seem to reflect on there for some reason. Maybe needs a ticket to Genesys.
What you need to do is to check the api/v2/conversations/{conversationId} API in https://developer.genesys.cloud/devapps/api-explorer-standalone and use the conversationId to execute this API. Then check the participant for the specific transfer queue and its priority.
It shoud look something like;

@Vineet Kakroo

Can't check from here? priority here is only what passes from flow?

If you want to check What should I do?

Where are you checking the priority after setting the priority inside the inqueue flow ?

I think you may need to check this inside the developer centre where you can run the conversation API and check the specific participant where the new priority has been set.

@Vineet Kakroo

I've tried following the instructions. The result is still the same, priority in queue = 0.

Yes all good, except check step-16 in the in-queue flow where you will need to use "Call.CurrentQueue.name"

@Vineet Kakroo

Not sure if the config is correct or not. Please help advise.

Hi Nuttapong,

This is exactly how we have setup ours.
Some additional steps. We only have one "transfer" specific in-queue flow. In this flow, what we have done is to check the current queue name, and if that queue name contains word "Transfer" in it, we query a datatable that has the applicable priority for transferred calls for the specific "Transfer" queue. If found in the datatable we set the priority of that call with the value from the datatable, otherwise if not found or a the in-queue flow is used for a different queue, then the process does not change the priority.
Another important information is that if you set the value of priority to be say 100, 500, which are small numbers, it hardly makes a difference, so we ended up using priority of above 10000 where we can see the impact of it.

Regards

Hi Christoph

If you press Consult to queue and set In-queue flow as follows, will it help with priority or not?

Hi Nuttapong,
if you want to avoid 10 copys of the flow, than you need to find a way to "send" variables to that flow. One possibility would be 10 "consult-buttons" (1 for each queue), that write the desired queue into the participant data of the call and read that information out in the flow. You could also work with 10 different DIDs, that the agents use for transfer, that are leading to that flow.

Best
Christoph

Hi @Paul Simpson

I have 10 queues to transfer, so I have to create 10 flows, 1 flow per 1 queue? 

You would have to transfer to an Inbound Flow and then set the priority there when you place the call into the Queue.

HTH

After answering the call, in the case where the consult line goes to queue, the line that consults goes to priority = 0.

Is there a way to increase the priority of the consult?

If so, where should I go to fix it?

Well yes it does not seem to reflect on there for some reason. Maybe needs a ticket to Genesys.
What you need to do is to check the api/v2/conversations/{conversationId} API in https://developer.genesys.cloud/devapps/api-explorer-standalone and use the conversationId to execute this API. Then check the participant for the specific transfer queue and its priority.
It shoud look something like;

@Vineet Kakroo

Can't check from here? priority here is only what passes from flow?

If you want to check What should I do?

Where are you checking the priority after setting the priority inside the inqueue flow ?

I think you may need to check this inside the developer centre where you can run the conversation API and check the specific participant where the new priority has been set.

@Vineet Kakroo

I've tried following the instructions. The result is still the same, priority in queue = 0.

Yes all good, except check step-16 in the in-queue flow where you will need to use "Call.CurrentQueue.name"

@Vineet Kakroo

Not sure if the config is correct or not. Please help advise.

Hi Nuttapong,

This is exactly how we have setup ours.
Some additional steps. We only have one "transfer" specific in-queue flow. In this flow, what we have done is to check the current queue name, and if that queue name contains word "Transfer" in it, we query a datatable that has the applicable priority for transferred calls for the specific "Transfer" queue. If found in the datatable we set the priority of that call with the value from the datatable, otherwise if not found or a the in-queue flow is used for a different queue, then the process does not change the priority.
Another important information is that if you set the value of priority to be say 100, 500, which are small numbers, it hardly makes a difference, so we ended up using priority of above 10000 where we can see the impact of it.

Regards

Hi Christoph

If you press Consult to queue and set In-queue flow as follows, will it help with priority or not?

Hi Nuttapong,
if you want to avoid 10 copys of the flow, than you need to find a way to "send" variables to that flow. One possibility would be 10 "consult-buttons" (1 for each queue), that write the desired queue into the participant data of the call and read that information out in the flow. You could also work with 10 different DIDs, that the agents use for transfer, that are leading to that flow.

Best
Christoph

Hi @Paul Simpson

I have 10 queues to transfer, so I have to create 10 flows, 1 flow per 1 queue? 

You would have to transfer to an Inbound Flow and then set the priority there when you place the call into the Queue.

HTH

After answering the call, in the case where the consult line goes to queue, the line that consults goes to priority = 0.

Is there a way to increase the priority of the consult?

If so, where should I go to fix it?