Prioritize Calls Waiting in Queue

This page is part of the NOVA Manager Portal section.

The feature to prioritize calls that are waiting in a call queue allows greater control in how calls are being received. When a call is prioritized, it is sent to the top of the queue and it will be the next one dispatched to a call center agent.

Portal

Log into https://nova.vestednetworks.com

Call Center

Once logged in, click on the call center icon to view a list of your current call queues.

Show Callers

Click on the highlighted number under the Callers Waiting column to view your current active calls

Prioritize

In this view, you can click on the up arrow to prioritize that caller in the queue.

Reviewing Priority Calls

Once a call has been prioritized, it will have a priority tag next to the callers name.

This call will now be the next call dispatched to the next available agent

NOTE: If you prioritize multiple calls in a queue, they will be dispatched in the order they were queued (Longest wait time gets dispatched first)

If you have any questions about this process, or if you need assistance, please reach out to our Support Team by dialing HELP(4357) on your desk phone, calling (972) 924-6488, or submitting a ticket.