Chris_Phillips | 2020-07-07 07:53:34 UTC | #1
Hello!
We are fairly heavily using the callbacks feature (created programmatically).
We have 2 types, A and B.
Type A's should Always be handled before Type B's, no matter how long a Type B has been waiting in the queues.
Right now our Type A's are getting lost in a sea of lower value Type B's.
Is there a way for a newly created Type A callback (1 second old) to get priority over a 30 minute old Type B?
Since the max priority I think the API allows is 10, I don't think we can do it with 1 queue. I was trying to think of a way to do it with 2 queues, but not having any luck.
Thanks
Chris
Jerome.Saint-Marc | 2020-07-07 09:08:46 UTC | #2
Hello,
The max priority is higher than 10. See this other post: https://developer.mypurecloud.com/forum/t/maximum-priority-level/7085
Regards,
Chris_Phillips | 2020-07-07 16:16:38 UTC | #3
Hi Jerome
So that example was for ACD routing (in a flow). For callbacks we have to create them with the API directly and I thought that in that case the priority was capped at 10?
Thanks
Chris
Jerome.Saint-Marc | 2020-07-07 16:28:30 UTC | #4
I have tried to create a callback via API with priority set to 199, and I didn't get a reject. Getting the callback conversation based on its id, 199 was still showing as priority value.
I think (but I am not expert on this topic) that the limit to 10 is coming from the Architect UI when using stars to set the priority (1 star = 2). But it seems to accept higher values according to the post I referenced.
Regards,
Chris_Phillips | 2020-07-07 16:46:46 UTC | #5
Thanks Jerome
I just did some testing and was able to set -100 (?!?) and 100,000 so it seems we can use that.
thanks for your help
Chris
system | 2020-08-07 16:46:47 UTC | #6
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