Routing for Priority Customers

[pargat]

Hi,

Problem statement:
We have a known list of customers to whom we provide services. Customers are bifurcated into two support levels (premium and regular) based on the purchase level done from our company. The support helpline number is same for all customers. We want to priortize the calls of the premium customers, place them into the top of the call answering queue if all logged in agents are busy. (Call from a premium customer should be routed to an agent before a regular customer)

What is the best way to achieve this.

Our proposed setup (Still to go live):
Vicibox 9 installed from vicibox 9 iso. Single server. 20 agents all on inbound.

thanks in advance

[mflorell]

Do you have a phone number list of who these priority customers are?
Where is that list maintained?

Yes, we have helped clients set up similar configurations using DID filters.

[pargat]

Yes we have a list of these numbers.
We can maintain this as a separate list in vicidial or in any other place if required.

thanks a lot Matt

[mflorell]

How many numbers are there in this list?

[pargat]

There will be about approx 400 numbers.

[mflorell]

Very good, that should be fairly easy to manage within the "Filter Phone Groups" admin screen.

Here are the steps:
1. Create a Filter Phone Group(Inbound -> Filter Phone Groups)
2. Add all of your existing high-priority-customer phone numbers to the new Filter Phone Group that you created, including a test number you can call from(Inbound -> Add-Delete FPG Number)
3. Start with one of the inbound DIDs you want to have this priority filtering on and set Filter Inbound Number to GROUP and the one right below it to the FPG ID you just created and then use the other Filter settings to send that call to your high-priority In-Group (Inbound -> Modify DID)
4. Test call from one of the numbers you added in the list

[pargat]

Will test this and update you if I get any issues with this.

Thanks Matt once again.

[williamconley]

Weird. I would think there would already be an AGI script that could set the Priority to a higher number based on some basic information such as List ID or a value in each Lead Record, thus jumping the client in the line using the built-in "jump in line" priority value. But now that I think of it, I've never seen that. But that way the calls would follow the exact same path whether special customers or not, they would just jump in line because they are important.