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In order that VIPs found in the whitelist will bypass the rules attached to the start of the group, all rules regarding:
are attached to the Start check point in the ACD group. Since VIPs and special callers in the whitelist will be routed to Start 2 by the IVR application, they will bypass these rules and always end up in the group. |
Conclusion and Uses
- The Start, Start 2 and Start 3 entry points to an ACD group give you the capability and flexibility to apply different rule-sets and priorities to callers entering an acd group.
- You can use this capability to bypass rules attached to, for example Start, like in this example, for VIP routing.
- Or you could attach completely different rule-sets to each Start checkpoint, for example based on which service level a customer / caller has:
- Start = 8x5 Monday to Friday
- Start 2 = 12 x 5 Monday to Friday
- Start 3 = 24 x 7
- You can increase (or decrease) caller priority.
- Calls will be recorded in the statistics of the ACD group.