How to Set Different Call Priorities For Calls to Teams, Numbers, Or On Each Call

Overview

My CallHub is a unique capability offered on Spoke Phone that gives each user an individual queue made up of calls that they are eligible to answer, ordered and offered in the priority that the company wants them answered.

This article provide steps for Spoke Administrators to change incoming call priorities for teams, specific numbers or on a call-by-call basis.

• Add priority to a team
• Assign priority to a number
• Add priority directly to calls

Add Priority to a Team

1. Login to the Spoke Phone account portal and go to Teams > Manage teams
2. Click the pencil icon to edit the team you want to add priority to
3. Or click + add team to create a new one.
4. Under the Calling Rules section inside the Team, you can Override the priority of calls to the team by selecting options P1 (Highest) - P9 (Lowest)
5. Click SAVE CHANGES when you have set the priority

Add Priority to a Phone Number

1. In the online account portal, navigate to Phone Numbers -> Manage Numbers
2. Find the number you want to add priority to, click the  edit  pencil icon on the far right.
3. Under the Default priority of calls to this number, you can Override the priority of calls to the by selecting options P1 (Highest) - P9 (Lowest)
4. Click SAVE CHANGES when you have set the priority

Add Priority directly to Calls

You can set call priority on a call-by-call basis by using either the Spoke Inbound Data Action or a Twilio Studio flow. 

Using Twilio Studio

Using Twilio Studio and Twilio Serverless Functions you can replace Spoke's simple IVR, with rich custom IVR flows and customer experiences that are personalized to meet your exact business needs. This includes complex multi level and data driven IVR's.

When routing calls to Spoke from Twilio Studio, you can add the priority variable directly into the TwiML redirect URL as shown below.

The supported range of values for priority is an integer value between 1 and 9, where 1 is the highest priority and 9 is the lowest. If the provided parameter falls outside the range, the call will be assigned a default value of 5.

https://api.spokephone.com/telephony/redirect?extension={EXTENSION}&organisationId={YOUR_ORGANISATION_ID}&priority=1

Additional variables are available on the redirect handler in the Spoke Developer Guide.

Using Spoke Team Call Data Action

Spoke supports data actions as a mechanism for customizing organization specific work flows. The Team Call Data Action Function allows you to intercept new inbound calls, and programmatically set/change the intended recipient or team to receive the call.

{
callGroupDisplayName: "Test Call",
offerConfig: {
priority: 1,
timeout: 15,
nextOfferTimeout: 45,
users: {
group1: ["agent1@email.com", "agent2@email.com"],
group2: []
}
}
}

Additional information for data actions are available on the Spoke Developer Guide.

Additional Tags: Call Hub