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Can you prioritize certain call types that are holding?

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Brian Powers

Publication le 14 avr. 2023

Is there a way to prioritize calls that are holding depending on the menu option they choose in our IVR? I have clients that are calling in from live fundraising events that are waiting on hold and I need to prioritize those callers over all of our other general support callers. We currently have 2 menu options (tech support & general support) in our IVR for all my clients to choose from, but if I were to create a 3rd additional menu option for these urgent event call types, can I prioritize those callers and put them to the very front of the line if calls are holding?

 
My clients that are calling in from their live events need urgent attention and they are having to wait on hold with the rest of our clients that just have general questions and are not urgent in nature.
 
I need a way to prioritize these urgent callers that are holding.

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