LiveVox can set the prioritized routing traffic from a certain service (inbound or outbound) or a certain IVR exit point. The prioritization system decides call ordering based on a call's numerical Priority value, assigned in the Messaging section, compared to that of other call traffic's priority within the service group (SG). Calls are only prioritized within their SG.
Assign Priority to Messages
The priority value, used for determining delivery rank within the SG, is assigned to a service's Message. Priority values can range from 1-100. A call with priority 1 will route before a call with priority 2. A call without a defined priority will have the default value of 100, and will route after any other higher priority calls.
Set the priority value in the service's Message using the Message editor tool.
- A LiveVox-generated Message will have the property named "priority." There is only one IVR exit point.
- A Message from the Call Flow editor might have multiple IVR exit points. Each IVR exit point will have its own _priority property starting with the name of the agent transfer module. This allows you to preferentially route certain exit points over others (and other traffic). See image below for an example.
If you would like to assign priority to a service's message but there is not an _priority property, contact customercare@livevox.com to discuss options.
Place services to be considered in service group
In order to have certain traffic prioritized, all inbound and outbound sources of traffic to be considered for prioritization must be in the "Inbound Mapping By Service" section of a single service group. All calls in the SG will subsequently be ordered according to their Priority relative to each other, regardless of where the call came from. In other words to prioritize routing of inbound traffic over all outbound calls in a call center group, have the inbound and all outbound services in the "Inbound Mapping By Service" section and all outbound services in the "Outbound Mapping By Service" section. See the Mapping Services section for detailed instructions on assigning services in a service group.
It is important to note that services in the Outbound side of the SG can receive calls from any services in the Inbound side of the SG, including other outbound services. In the following example, QC service 1 can receive outbound calls from QC service 1, outbound calls from RPC service 2, and inbound calls from Inbound service 3.
- Inbound Mapping By service = QC service 1, RPC service 2, Inbound service 3
- Outbound Mapping By service = QC service 1, RPC service 2
Calls are prioritized only within their respective service group. If an outbound service is in more than one queue because it is in the Outbound SG mapping for multiple SGs, LiveVox does not guarantee inter-SG prioritization. In an example where the next call in SG A has priority 100, and the next call in SG B has priority 1, an outbound service shared by both SGs may receive either call next.