Callflows. Call Center Actions. Set Call Priority

Modified on Wed, 05 Jul 2023 at 01:12 PM

Description: This is how the Set Call Priority Action works and how it can be integrated into call flows

After creating a new call flow, completing the Main Callflow Block with essential information, and assigning a Device to the configured call flow, you can Set Call Priority. The Set Call Priority Block is located within the Call Center group of Actions in the Catalog of Actions on the Callflow Configurator's right-hand side. 

By using the drag-and-drop technique, you can transfer the Set Call Priority Block from the Catalog and integrate them into several places of the Callflow diagram depending on your design of the call flow. 

When you drop the Set Call Priority Block onto the Callflow diagram, a pop-up window will appear displaying the various parameters of the Block that need to be configured.  

One parameter needs to be configured in that section: 

  • Set Call Priority: the purpose of this field is to assign a numerical value that represents the level of importance or urgency of an incoming call, which helps to prioritize calls. Incoming calls are visible to call center agents within the queues of the Call Center App, and they process them in accordance with their respective priorities. 

While the call priority scale can differ among companies, technically, the field is capable of holding a 15-digit number. 

A properly configured Set Call Priority Block integrated into a call flow will be displayed as follows. 

Within the Block, you will be able to see the Call Priority you set earlier. 

Once changes in the Callflow diagram have been made, the "Save" button will become active, and clicking on it will open a drop-down menu with three saving options. 

  • Save Changes: by clicking this button, you will easily save all of the changes you have made. 
  • Save and Duplicate: clicking on this button will save all modifications made to the current call flow and create a new call flow that duplicates the original. The name of the duplicated call flow will include the name of the original call flow, followed by the word "copy"

The main Block of the duplicated call flow, which displays the extension and phone numbers in the original call flow, will be left blank. 

  • Save and Create: clicking on this button will save all modifications made to the current call flow and create a new empty call flow
  • Cancel: clicking on this button will cancel any modifications made to the call flow. If changes have been made, the system will prompt you to confirm the cancellation of those changes.

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