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​See attachment. We have two toll free numbers (in blue). One should be considered a number for medium priority customers to call and the other is meant for high priority customers to call.

These phone numbers pass through the same Vectors and VDNs as they move through the phone system.

When the customers reach the red Vector, I am looking to have the calls from the high priority number get priority over the medium customers.

It does not seem to function. At the final vector we reference a table that has a list of "high priority VDN's in it. I wonder if we are losing the original VDN along the path.

Any thoughts on proper set up in admin tool?

Travis


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Travis Dorr
Sr. Manager Contact Center Process and Systems
Ortho Clinical Diagnostics
207-735-7155
Rochester
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Original Message------

​See attachment. We have two toll free numbers (in blue). One should be considered a number for medium priority customers to call and the other is meant for high priority customers to call.

These phone numbers pass through the same Vectors and VDNs as they move through the phone system.

When the customers reach the red Vector, I am looking to have the calls from the high priority number get priority over the medium customers.

It does not seem to function. At the final vector we reference a table that has a list of "high priority VDN's in it. I wonder if we are losing the original VDN along the path.

Any thoughts on proper set up in admin tool?

Travis


------------------------------
Travis Dorr
Sr. Manager Contact Center Process and Systems
Ortho Clinical Diagnostics
207-735-7155
Rochester
------------------------------

Original Message------

Travis,

If you have the Variables in Vectors feature activated, consider adding to each of your blue VDNs a value that you can later use in the Red vector to branch to a step that queues at either high or medium/low priority as needed.  

You can "goto step 12 if V1 = 1" for example and branch accordingly.

Good luck,

Tom Lynn

Original Message------

Hi Tom. What you listed was the scenario you referenced and it works very well!

 

The only remaining challenge I face now is getting call reporting at the specific red vdn level for calls that come in on blue VDN.  In other words, how many medium priority callers were offered into the red vdn.

 

Any thoughts?

 

Travis