If priority call handling is enabled and configured for your account, agents eligible to receive priority calls can perform additional tasks relating to the calls. The feature also enables you to specify which calls are a priority. Such calls appear in priority calls lists in ContactPad.
What are priority calls?
Calls that NewVoiceMedia 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 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.
If an eligible agent is available at the time that a priority call arrives, the call is routed to that agent as normal. If no eligible agent is available to handle the priority call, the call waits for one to become available.
When enabled for your account, an extended priority list appears in the queue information panel in ContactPad. In the extended priority list, up to five priority calls appear for eligible agents.
Priority calls appear in the priority calls list in ContactPad for all eligible agents. A gold star appears alongside calls that are considered to be priority calls based on skills, rather than personal queue calls.
The screenshot shows two calls in the priority calls list. The first is a priority call based on required skills, the second is a personal call. The list shows up to a maximum of five calls.
If you want to set a value other than the caller's CLID to appear alongside the priority call in ContactPad, you can configure a display name. For information about setting a display name, see Setting a display name for an inbound call.
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 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.
What can an agent do with a priority call?
If the agent is available when the call arrives, NewVoiceMedia 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.
If the agent becomes available within the time that the claim is valid—20 seconds—the call is delivered to that agent. If the agent does not become available before the claim expires, the call is no longer reserved and appears in the priority call lists for all eligible agents.
Expired claims appear in the information panel in ContactPad of the agent who claimed the call.
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.
When the agent is connected to the claimed call, they can switch between the claimed call and the original call.
An agent can park a call without claiming a priority call first. In this case, when the agent becomes available, they will receive the next call that would have been delivered to them if they had not been on a call. To ensure that the desired priority call is delivered to them, the agent should claim it before parking their existing call.
For more information about parking a call, see Handling priority calls.
Global Voice Assurance
If Global Voice Assurance is enabled for your account, an agent is assigned to a telephony region.
To ensure that call quality is maintained:
- If the agent receives a call from a different telephony region, the Park button is disabled during the call.
- If the agent receives a call from their home telephony region, the Park button is enabled.
- If a priority call from a different telephony region appears in the agent's priority calls lists, the agent cannot park an existing call to receive the priority call. (An additional icon appears alongside the priority call to indicate that the call is from a different telephony region.) If the agent claims such a call, the agent must click Release to end the existing call to then handle the claimed call.
- If the agent makes an outbound call, the Park button will always be enabled.
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.