Priority Queuing

Posted Wed, 02/17/2010 - 11:05pm by jmoore81

Has anyone had much experience with Priority Queuing.  I am about to start working on a way to give certain customers priority in Queue.  I have a pretty good grasp on how it can be done, but I would be extremly grateful for any tips from someone who has gone down this road before. 

 

Thank you

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Priority Queuing

by rswartzmiller - Feb 19 2010 - 11:37am

The first thing is the "Set Priority" step is only available with Cisco Unified CCX Enhanced or Premium license.
 
Then you have to answer the following question.
1. How you going to determine customer priority?
2. Will a low customer priority increase the longer they stay on hold?
3. How will you hand customer not in your list?
 
For us when a number call into a queue I do a database dip based on the calling number. The priority is assign base on the sales total for the sales rep.

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