Checking wait time on inbound call flow and adjusting priority of the transfer to queue operation dynamically

[Mark_Heili]

I have a customer that wants to do a data table lookup to see if the caller is eligible to have a better priority on getting answered when they reach the queue. He would like to do the data table lookup in the inbound call flow, then if they are a preferred customer the queue time for the queue they would want to be transferred to would be evaluated to the following. (Check current hold time, if hold time is greater than 5 min, add current hold time * 0.3 to call and transfer) Else transfer. Is there a way for this to be accomplished? I know that EWT/PIQ can be determinded in the in queue call flow, but I did not find anything on this for the inbound call flow.

[John_Carnell]

Hi Mark,

I do not know if you can directly uptime the hold time. I think you would need to do this in an in-queue call flow rather than the inbound flow after the individual is already in the queue. The inbound queue flow is really about taking and routing the user to a target destination (whether it is a queue or DID). You can always do the lookup in the data table and then set a participant attribute to indicate they are higher-value customer, but I don't think you are able to start manipulating priority because they are not "In queue" yet so they do not have a hold time.

Thanks,
John Carnell
Director, Developer Engagement