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Prioritize One Type of Call Over other calls within an IVR.

Planned


Posted Apr 21, 2022

I have an IVR set up so with our Press1 and Press3 routing into the same Group.

We thought it might be nice to be able to prioritize calls from one route over another route as they flow into the same Group's queue. 

I was wondering if this is something that could be easily developed?

 

 


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6 comments

Official

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Rohan Gupta

Zendesk Product Manager

Hi Everyone,

Thanks for the feedback on the community post.

We recently released IVR keypress tagging in omnichannel routing, so that calls from one route can be prioritized over another. Here are the details.

With Talk and omnichannel routing, there are functionalities such as call prioritisation, skills, triggers to influence call routing, that can be leveraged to configure complex routing flows. See here for more details.

Thanks

Rohan

 

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Sean Chuang

Zendesk Product Manager

Update May 24, 2023

Hello Community,

In 2023, we intend to roll out skills based routing. One of the benefits of skills is that we can create differentiation (e.g., importance level) between different groups within the queue. This should address the concerns here.

We are also investing effort in 2023 on improving our universal queue's architecture. With that, we aim to provide benefits, including but not limited to, setting priorities within the universal queue. 

Thanks for your patience.

Sean 

------Hi Robert,

Thanks for the feedback!

This functionality is not in our roadmap at the moment. We will put it in the backlog for future consideration.

Thanks

Sean

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I have the same need. Please prioritize for future consideration if possible. 

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Sydney Neubauer

Zendesk Luminary

+1 we definitely have this need as one of our teams is Bilingual. 1 goes to english and 2 goes to french. As our entire team speaks English and only few speak French, we are wanting the French selections to go to the French team first before any of the english team. Is there a solution for this?

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Hi @...

is there an update regarding this topic? Thanks!

Yen Nhi

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Yen,

No there is not. Zendesk refuses to address this in their feature set. This is the reason why I am leaving Zendesk for Amazon Connect. Their voice software is so much more advanced.

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