Priority for DDI

Genesys Cloud Applications Architect
1

Hi,

Is it possible to give priority to one ddi or another before the call goes to the queue?

Thnx

2

You can use whatever logic you'd like to build in Architect and set the priority when sending the call to queue. https://help.mypurecloud.com/articles/set-up-a-transfer-to-acd-action/

3

Thank you,

but the case that I expose is the following, we have an ivr by which we have configured in the routing two telephone numbers, then in architect we want to prioritize by a number 911xxxx or another 900xxxxx, how could we prioritize the call by telephone number?

Thank you

4

There's a built in variable (Call.CalledAddressOriginal) you can use to determine what number was originally called.

And then as Tim mentioned, you can do logic by using either the Decision or Switch actions.

5

Very good,

Thanks!!

6

Hi, is it possible that the interaction that comes in through a DID is prioritized in the queue over the interaction that comes in through a DID?

Regards,

7

The order in which conversations are assigned is based on several factors. See the "about priority assignment" section of article I linked above as well as the following article for additional information on how ACD routing works. https://help.mypurecloud.com/articles/purecloud-acd-processing/

8

Okay, thank you, but in the next scenario that:

We have two ddi's, and those two ddi's are going to the same queue that's called "evidence", can I define one ddi as having more priority than the other?

Thank you very much.

9

You can set the priority on a conversation when sending it to queue. You are free to use any logic you like to arrive at your desired priority setting. That includes making decisions based on the called address.

10

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