CSCC: Action Priority

Action Priority is used by the Call center to change the priority of outgoing calls that are made by call operators.

These calls are usually changed in case there are so many calls in the CSCC: Action Report  and they are changed according to the call with a higher number.

This action can be done by:

• Cscc Supervisor
• Cscc Manager
• Pulse Support

• All actions to generate outgoing calls configured are present in the Action Priority.

Priority varies between 0 - 99

• when an action has 0 it means that it has no priority at all.
• When an action has 99 it means that it has the highest priority and whenever a call operator will make an outgoing call that will be the triggered call.
• Between 0-99 those will will have priority in case the calls for the action with a higher priority are done being called by the call center. ex: a call with 98 will be triggered in case all the queue of the calls with 99 is empty.

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The above Print-screen shows that  welcome calls are the ones with a higher priority of 99 and if you try to make an outgoing call welcome calls will be the ones appearing first.

A welcome call will automatically be triggered in outgoing calls.

To change the priority

You click on the highest number and give it a lower number and look for the one you want to give priority and add the higher number which is 99

•   if the action priority is 0, does that mean the call will never be triggered? Yes, the calls that will be triggered are the ones with high priority.

• how does the action engine prioritize 2 calls (A,B), if call A has a higher "action priority" than call B, but the action of call B was triggered before action A? 

The action engine prioritizes a call with high priority regardless of the calls that are triggered before or after.