Incoming queue priority versus AGENTDIRECT queue priority

[areon]

Hello!

We are working on vicibox 7.0.4 on a single server.
VERSION: 2.14-593a
BUILD: 170223-0657

We have one inbound in-group for incoming calls, and one AGENTDIRECT in-group for transfered calls to Agents, and two Agents process these in-groups.
Inbound in-group has a Priority set to 0
AGENTDIRECT in-group has a Priority set to 99

When we have same calls waiting in inbound in-group and one Agent tries transfer call to another Agent, the call is putting to AGENTDIRECT As expected.
But when an Agent goes to CLOSER it receives the call from Inbound in-group, not from AGENTDIRECT
And AGENTDIRECT call came to Agent when no more calls in Inbound queue will be.

Please, tell where we did misconfiguration error, and how to set Inbound queue priority lower than AGENTDIRECT queue priority?

Thanks.

[agathafunk]

anyone has solution to this?

[williamconley]

But when an Agent goes to CLOSER it receives the call from Inbound in-group, not from AGENTDIRECT

Please state this as a "button by button" process without being vague.

And AGENTDIRECT call came to Agent when no more calls in Inbound queue will be.

I don't understand this at all.

[geilt]

I know that this is an old post but I am having the exact same issue.

To translate what the previous person said in clearer english:

With Agent Direct set to Priority 99 and an Ingroup set to under 99 or 0 the following happens.

4 Calls Come in
3 of them are in the ingroup at priority 0
1 of them is an Agent Direct Call to a User at Priority 99

The Agent Direct call will not be passed to the user until he goes through the other 3 calls in the current queue, which is not the intention.

The Agent Direct call should be prioritized as the first call as it is 99, but it's not working.

Currently I have a call with VICI to discuss possibly problems and a solution will update here if I get an answer.

We have tried many things including enabling and disabling all BLOCK features from the ingroups, as well as No Delay Call Routing and any mixtures to no avail.

Our clients are complaining because their agents are dropping inbound leads to get to the agentdirect calls and essentially manually flushing out the queue because the direct callbacks are guaranteed sales for them.

[abduuu]

any update to solve this issue

[martinch]

I never managed to get this working in my setup...the code isn't there to prioritize from what I can see.

That said, maybe I can look a little deeper into this one. The same goes for regular inbound calls over outbound. I know about the 99 priority thing but I can't see logic that does anything in the way of prioritising calls via ViCi with this value. I can possibly take a look and provide some patches.

Thanks,
Martin.