vicidial.org

Hello.

Do you have any recommendations, how to change queue_priority in vicidial_auto_calls while the inbound call is waiting for agent in the queue?

Usually, we use Filter url for routing customers in different in_groups with different queue_priority. But in this case 3-d system return customer information after 8-12 second.
In this case, we should route call in base in_group, and after receiving customer information from 3-d system we want to change call priority if needed:
- call still in live status
- customer_type - high_priority

VERSION: 2.14-661a
BUILD: 180222-0017
multiserver

What is 3-d system? In don't understand a lot of the process you're describing.

instead of using different ingroups AND queue priority, just set all the priorities to zero on all campaigns and ingroups so they don't block each other.

using both methods merely mucks it all up.

williamconley wrote:instead of using different ingroups AND queue priority, just set all the priorities to zero on all campaigns and ingroups so they don't block each other.

using both methods merely mucks it all up.

it is not so good idea if different type of customers should be answered with different SLA.

have some agents reserved for higher-tier and use a cascading in-group method. some in-groups will have limited numbers of agents, use them for lower-priority SLAs. Higher priority SLAs will have all agents available. Of course your best agents will not be available for the lower SLAs until a timer runs out on their lower-level ingroup, then they will failover into the higher priority SLA ingroup. Use the SLA timing for each DID to determine the pathways and enforce your SLAs, that's part of why ingroups have drop times: to assist with SLAs.

It's the only way to avoid queue-priority delays if you can't make the queue-priorities do what you want.

If you want to battle queue-priorities, be sure MOST of your calls are Zero priority so they won't block anything. That way the higher priority ones are the only ones blocking anything. Anything other than zero will block and then you get lines and dead air while awaiting answers.