Real-time prioritization

[Nadav_Kremer]

Hi,

I need your help in trying to figure out what would be the best way to implement a real-time recommendation (prioritization) integration.

What I’m looking to do is to affect the contact’s priority in real-time so every few seconds I want to prioritize few leads, so that if I prioritize they will be dialed next, but if I have some failure in recommendation/network the dialer will still continue dialing regardless of my prioritization,

From what I can see the only way to affect the dialing order is by setting Contact Sorting at the campaign level but this only applies on start/recycle.
So to use this solution would mean I would have to recycle the campaign every time I want my new priorities to take effect which might cause some leads to get redials or some other recycle-related issue.

Another option we saw someone suggest on the forum was to use two campaigns. One which is empty and is set to high priority and one which has the leads and is set to low priority.
Now instead of updating priority I will take leads from the second campaign and add them to the first campaign which will cause them to be dialed before since that campaign is of higher priority.
The problem with this solution is that the calls aren’t actually happening on the real campaign and some flows might not run when they should and I would have to duplicate every call to the original campaign.

Is there another way to implement what I’m trying to do?

[Ebenezer_Osei]

"I don't think that we have a great answer for you. I am assuming that the contacts in question that are being re-prioritized are already in the contact list. If not, you could upload them with a priority tag. Otherwise, in addition to your suggestion, you could take advantage of callbacks and mark the callback to take place now (or even in the past) - which will schedule the callback at the earliest time possible."

I hope that helps.