Specifying Queue Precedence

The queue precedence function allows you to assign the order in which calls are routed from queues to teams, on a per-team basis. For example, suppose that TeamA can take calls from queues Billing and Sales. You could use queue precedence to assign a higher priority to the Billing queue, so when calls come in to the queues, those from Billing will be routed to TeamA ahead of those from Sales.

If you assign a priority only to some of the queues, calls in those queues will take precedence over calls in the queues for which no priority is specified.

Note	This is an optional feature; you do not have to set up queue precedence for teams.

To set up a team routing scenario:

Procedure

Step 1	Open the Routing Strategy module and click the Queue Precedence button on the menu bar. The Team Routing page appears, displaying a list of all queues belonging to the enterprise.
Step 2	Select a team from the Select Team drop-down list, which includes the names of all teams belonging to the enterprise. The current queue priorities for the selected team are displayed in the Priority column.
Step 3	Assign a priority to as many queues as you want. A priority of 1 is highest. Queues for which no priority value is specified have the lowest priority. To assign a priority to a queue, click in the Priority field for the queue and enter a number in the text box that appears. Then click the check mark button to the right of the text box. To delete an assigned priority, click in the Priority field for the queue and then click the delete button that appears to the right of the text box.
Step 4	Click Save to save changes, which become effective immediately.