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Priority Routing Help Needed

  • 1.  Priority Routing Help Needed

    Posted 06-26-2019 11:01 AM
      |   view attached
    ​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
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  • 2.  RE: Priority Routing Help Needed

    Posted 06-27-2019 07:58 PM
    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





  • 3.  RE: Priority Routing Help Needed

    Posted 07-01-2019 11:00 AM

    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

     






  • 4.  RE: Priority Routing Help Needed

    Posted 07-01-2019 01:22 PM
    for that you may want to consider another layer of VDNs so that you can measure them separately.  I think it's clunky and may be a symptom of my disinterest in CMS reports.  Perhaps there's a report that will tell you how many queued at which level, but I'm pretty much not your guy for that!  

    If you go the VDN route, you'd be routing to one VDN if the VDN variable equals this and the other one if it equals that. 

    Have fun.