Handling priority calls

If priority call handling is enabled and configured for your account, you can perform additional tasks relating to priority calls that you are eligible to receive. Priority calls appear in your priority calls list in ContactPad on the queue information panel. Priority calls include calls in your personal queue. For more information about priority calls, see Priority call handling.

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What can I do with priority calls?

If you are working on a call—inbound or outbound—when a priority call arrives, the call appears in your priority calls list in ContactPad.

When the call appears, you can claim the priority call and optionally park your existing call to receive the priority call immediately.

Claiming a call

When you have one or more priority calls in your priority calls list, you can claim that call. For more information about claiming priority calls, see Priority call handling.

How do I claim a call?

To claim a call, click the green plus sign (+) alongside the call you want to claim. You have now reserved the call for 20 seconds; a gold bar alongside the claimed call shows the remaining duration of your reservation. When claimed, the call is removed from all other agents' priority calls lists. If you are not available within 20 seconds, your reservation expires and the call reappears in the priority calls lists for all eligible agents.

Cancel a claim

You can also cancel the claim. To cancel the claim and its related reservation, click the red plus sign (+) icon alongside the call you no longer want to claim.

Parking a call

When you have claimed a priority call in your priority calls list, you can park your existing call. For more information about parking priority calls, see Priority call handling.

How do I park a call?

To park a call, click Park. Your existing call is put on hold, and you will now receive your claimed call. You can now switch between your claimed and original calls. To switch between calls, click Switch.

Non-priority calls

You can park a call without claiming a priority call first. In this case, when you become available, you will receive the next call that would have been delivered if you had not been on a call. This call may not be a priority call. To ensure that you receive the priority call, you must claim the priority call before parking your existing call.