Let's describe two ways that we can these features to help customize your call flow:
- Priority Callers - Use the Administrator portal to add the phone numbers of customers you deem to be of higher importance. In your campaign dialplan, use the Check Priority Callers component, which cross references the list of phone numbers to see if the current caller is on the list, and then routes the call accordingly.
- Queue Priority - Each inbound ACD queue can be assigned a priority, which will determine the order in which queue calls are handed to agents. If you do not wish to explicitly set phone numbers and simply want a queue to have a higher priority over another queue, such as new sales versus cancellations, you can arrange this by using the queue.
Whether you decide to use phone numbers specifically to identify the caller that you deem to be more important or you decide to use queues, it is fairly simple to ensure that your highly valued clients get handled in a more efficient fashion. We all want to keep our clients, lucrative ones especially, in a great mood and taking the time to configure your ACD to achieve this goal will go a long way to keeping them happy.