Changing the contact priority using callback scripts
The priority is a combination of multiple values and gives one ‘global’ priority value.
This value is set to 0 when the contact should not be used anymore. This is mainly to improve performance of the database queries.
The exact calculation isn’t really important. For those who are interested, here is an example using the formula used to calculate the telephony working priority:
Where . . .
- User priority - a value set by the user (defaults to 1).
- Order priority - a value between 0 and 1, depending on the list order.
- Appointment importance - a value between 1 and 5, or 0 if no appointment made.
- Call now - 1 if the contact needs to be called immediately , 0 otherwise.
Additionally, the telephony working priority is set to 0 in the following cases:
- When the contact is over the current callback settings (either those defined in the settings, or due to a callback script).
- When the contact’s interview is complete.
- When the contact is in a quota category for which the target is reached.
- When the interview is filtered out.
- When the contact is on a do-not-call list.
- When the telephone number is empty.
- When the contact mode is neither telephony nor none.
Nevertheless , you could change the priority using a callback script.
The script is evaluated for all contacts after every call, every time a field is modified, and every time any of the callback options are modified (including the script itself).
Go on your task property and edit script:
Increase the priority
On fresh contacts
If [Contact.Priority] > 0 Then
[Contact.Priority] = 0.5
On appointment importance
if [CallHistory.LastCallResult]=9 then