Overview
Inbound calls often take priority over Outbound calls. In this article, we will discuss your options for prioritizing calls to your Queues.
Contents
Configure Queue Priority
1.) Click the Call Center main menu.
2.) Click the Call Center Queues menu option.
The Show Queues page will open.
3.) Click the Queue's Name.
The Queue Settings page will open.
5.) Select the Queue Priority.
- Select a number between -99 and 99 in the drop-down. The default setting is 50 for all Queues.
- Note: This priority level will determine the priority given to calls in this Queue compared to other Queues and Outbound calls.
Configure Outbound Priority
The Outbound Priority setting in a Campaign determines the priority level of the calls placed by that Campaign compared to other Campaigns and Queues.
1.) Click the Call Center main menu.
2.) Click the Campaigns menu option.
The Show Campaigns page will open.
3.) Open your Campaign's settings by clicking the Name.
The Campaign Settings page will open.
4.) Click the Inbound Settings tab.
5.) Configure Outbound Priority as needed.
- Select a number between -99 and 99 in the drop-down. The default setting is 0 for all Campaigns.
- If you want calls to your Queue to be a higher priority than your Campaign's calls, you must ensure the Queue Priority number is higher than the Outbound Priority.
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