Priority Levels - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

MrClean61 · 03-25-2003, 01:38 PM

Option 61c 25.40 Rev.

I know that you can set up the ACD phones so that they can login with a priority status on them. I think I remember that you can set it up that agents logged in as priority 1 receive more calls than an agent logged in as priority 2 and so on (or something to that effect).

What I don't know is how to set this up and the requirements to do so. MQA is already set up in the switch if that is needed. Is the a field in the phone programming that needs to be set? Do I need to set anything in the ACD programming?

I'm going to need to set it up for about 4 different priority levels.

Please help!

Thanks,
MrClean61 :casstet:

mrmike · 03-25-2003, 03:44 PM

Priorities are entered when logging in

I think it is

agent id#queue#priority#queue#priority#,,, #

You may have to change a prompt in the ADS block and you may want your vendor to do this. The call center may have to login differently after you change it.
Perform this procedure afetr hours. You should try to make changes to the ADS block during low or no traffic periods.

[Edited on 25/3/2003 by mrmike]

[Edited on 25/3/2003 by mrmike]

***gei_spot*** · 03-25-2003, 11:15 PM

If i'm correct on this priority levels are set on each individual ACD agent. When they log in with their IDs the priority level will take precedence. Can't post an example right now, I have no resource to reference :casstet:

sampicolo · 03-26-2003, 06:59 AM

When MQA is allowed, the login works as mrmike said, and the priority is set by the agent when logging in.
Another way to put priority in agents is set the PRI in each TN, but i don´t know if the PRI works with MQA allowed.

"The agent with the lowest number assigned has the
highest priority and is the first ACD agent to receive
calls. (Where Priority 1 has the highest priority level).
PRI is prompted with Automatic Call Distribution,
Priority Agent (PAGT) package 116 and CLS = AGN or
SPV."

depearce · 03-26-2003, 07:52 AM

Mr61- As Mrmike and Sampi stated the priority is set by the agent login. However, I believe the login goes Anget ID# SUPV. ID# Queue#pri#Queue#pri#etc###.

You can have one or both or all pri 1's or set the pri. as 1-2-3 after each queue.
This is agent Queue Priority.

You can set specific phone Pri. in the TN. (Not the same as agent priority)
When the phone Pri is set to 1 and other are 2, then the agent phone with PRI 1 will
take more calls that PRI 2 phone. Even when the agents are logged in the same identical way. ( We use this mostly with FAX machines)

Agent PRIORITY, does not mean they will take more calls, only that they will first take
calls from the PRIORITY 1 Queue.

LUCK!

mrmike · 03-26-2003, 09:15 AM

The login string changes depending on the options you enable in the
ADS block. The supv can be entered if you turn it on in the ADS block.

Again, you may want to have your vendor do this and ultimately take responsibility
for it.

MrClean61 · 03-26-2003, 02:47 PM

I think I got the gist of it.

Thanks for all of your help.

MrClean61

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