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.
Prioritize Calls Waiting in Queue
Log into https://nova.vestednetworks.com
Once logged in, click on 
to view a list of your current call queues
Click on the highlighted number under the Callers Waiting column to view your current active calls
In this view, you can click on to prioritize that caller in the queue. Once done, it will have a tag next to the callers name
This call now has priority, and will 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 here.