I have the below scenario and would like to know if there is a solution regarding this:
If I have 2 separate callers: caller 1 - has a previous ticket with 'high' priority, for example. Caller 2 - has a previous ticket of 'Low' priority, for example.
How do I route that caller 1 will get priority in their call being answered first?
Would this be done through IVR and using a group called 'VIP support' for example?
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