Use A-number to change incoming call’s priority

With caller-rated distribution, you can prioritize callers based on their phone numbers. You can use this to prioritize important callers (VIP routing), but also to deprioritize less important callers.

You can enable caller-rated distribution on a per-queue basis. When Zylinc distributes calls, it will then consider the A-number rating before waiting time. This means that callers with higher rating will be placed in front of callers with lower rating, regardless of the waiting time. Calls will still also be prioritized based on waiting time, but only when comparing calls with same rating.

The higher the number, the higher the priority: If a caller’s A-number isn't defined, the caller will get a rating of 0. Callers with a rating of a positive number will be prioritized over callers without a rating, and callers without a rating will be prioritized over callers who have a negative rating.

Information about caller ratings is retrieved from either:

• Web service lookup (real-time)

• Database lookup (real-time)

• File (.csv) lookup (real-time)

• Zylinc directory lookup

• .csv import as new contacts or as additional information about existing contacts/users

• Edited in Zylinc program, for example by a supervisor

To avoid starvation of deprioritized callers, you can set up a timeout on the negative rating. After the timeout, deprioritized callers will be handled in the same way as callers without prioritization.

1. In the Administration Portal menu, select QUEUES > Voice Queues

2. Click Add Voice Queue

3. In Name, enter TestQueue1000

4. In Number, enter 1000

5. In Unmonitored Queue, select Queue Calls

6. Click USERS (in the top right corner)

7. Add ZyDesk Administrator to Primary, and click Save

1. In the Administration Portal menu, select QUEUES > Voice Queues

2. Click TestQueue1000

3. Select Caller Rated Distribution

4. In Low prio expire, select Never, and click Save

Use Notepad to create a new csv file with the following contents:

+4512345670,20
+4512345671,0
+4512345672,-20
+4612345672,-21

Save the text file to C:\ProgramData\numbers_and_priorities.txt

1. In the Administration Portal menu, select INSTALL > Portal Configuration

2. Select ID Lookup and Save

3. In the Administration Portal menu, select SYSTEM > ID Lookup

4. In Provider, select CSV file

5. In CSV File location, enter C:\ProgramData\numbers_and_priorities.txt

6. In Location User, enter .\administrator (replace . (that's the dot before the slash) with domain name if server is joined to a domain)

7. In Location Password, enter the password for the administrator user

8. In Mappings, set up the following mappings:

   Field Number = CSV Index 1
   Field Routing Priority = CSV Index 2

9. In Country Code, enter 45 (the same code as default country code)

1. In the Deployment Manager menu, select Deployment > Tomcat Services
2. Restart the ZyCoreID service

1. Start ZyDesk, and log in as a user who is an agent on the queue

2. In the ZyDesk menu, select Actions > Administer Queues

3. Select the queue

4. From another computer, start MicroSIP (MicroSIP and ZyDesk can’t run on the same computer)

5. In the MicroSIP menu, select Menu > Settings

6. In DTMF-Method, select SIP-INFO

7. In the MicroSIP menu, select Menu > Edit Account

8. In SIP Proxy, enter <MediaServer>:5060, for example MediaServer:5060

9. In User, enter +4512345672 (that’s the A-number that you'll pretend to call from)

10. In Domain, enter the word domain (this field isn't used, but it mustn't be empty)

11. Call the queue number from MicroSIP

12. ZyDesk should show you that the call priority is -20

Repeat the test with a call from number +4612345672. ZyDesk should show you that the call priority is -21.