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What are priority calls?
Calls that NewVoiceMedia Vonage Contact Center routes to an agent's personal queue are, by default, priority calls. For information about personal queues, see Personal queues and Personal queues in ContactPad. Personal queue calls are priority calls for that agent only.
In addition to personal queue calls, you can define which calls are priority calls based on the skills required to handle them. For example, you can configure NVM VCC to identify calls tagged with VIP or Urgent skills as priority calls. For information about configuring priority skill combinations, see Configuring virtual queues. Skills-based priority calls are for all agents with the required skills.
Priority calls in ContactPad
When the priority call handling feature is enabled for your account, ContactPad must be able to display multiple interactions. For information about multiple interactions in ContactPad, see ContactPad with multiple interactions. In addition, so that agents can handle priority calls effectively, ContactPad has some further changes.
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The display name also appears in the information panel. |
What happens when a call arrives in an agent's priority call list?
If enabled for your account, when an inbound call arrives in an agent's priority calls list, NewVoiceMedia Vonage Contact Center sends a priority call notification to the agent's browser, and the agent can answer or accept the call in the usual way. The agent can also receive an audible notification of the call. For more information about call notifications, see Call notifications in ContactPad.
What can an agent do with a priority call?
If the agent is available when the call arrives, NewVoiceMedia Vonage Contact Center routes the call to that agent as with non-priority calls. If the agent is working on another call or interaction and is therefore unavailable, the call appears in the priority calls list in ContactPad for all eligible agents.
When a priority call appears in their priority call list, the agent can claim the priority call and optionally park their existing call to receive the priority call immediately.
Claiming a call
When an agent has one or more priority calls in their priority calls list, the agent can claim that call. Claiming a call removes it from all other eligible agents' priority call lists and reserves the call for the agent. Claiming prevents multiple eligible agents from ending their current calls to receive a call that only one agent will receive.
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For more information about claiming a call, see Handling priority calls.
Parking a call
When an agent has claimed a priority call in their priority calls list, the agent can choose to park their existing call. Parking a call effectively puts it on hold and the agent becomes available for their claimed call.
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If Global Voice Assurance is enabled for your account, an agent is assigned to a telephony region. To ensure that call quality is maintained:
For information about Global Voice Assurance, see Global Voice Assurance. |
Priority call handling example
The following animation shows an agent's ContactPad. While on a call, a priority call arrives. The agent claims the call and then parks their existing call. The agent then switches between the two calls. Finally the agent releases both calls.
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