Inbound
Priority and service level
DNIS, run state, scripts, overflow, schedules, and the pause between calls.
Inbound campaigns ยท practice ยท 12 min full read
The inbound topic says you can prioritize inbound traffic. Skill Transfer has a Priority tab in the community write-up. Skill groups themselves have service-level settings in the basic admin topic.
- Separate priority from service level
- Point at the screen for each
Priority is not the same number as a service-level target. One decides who gets the next agent when several calls wait. The other is how you measure whether the wait was acceptable. The public pages name both. They do not, in the text this lab read, give you a formula that mixes them.
Do not add them together.
Label the knobs
Write one sentence for priority and one for service level.
- Priority orders the offer
- Service level measures the wait
- You will not add the numbers
The sentences do not reuse the same verb.
- Where is service level? On the skill group.
- Where is IVR priority? Skill Transfer's priority tab.
- Are they the same knob? No.
- Who says inbound can be prioritized? The inbound campaign topic.
- Inbound campaigns. vendor. last checked 2026-10.
- Skill Transfer functions. community. last checked 2026-10.
- Skill groups. vendor. last checked 2026-10.
- confirm. The exact numeric interaction between skill service level and Skill Transfer priority is not stated in the pages this lab quoted. last checked 2026-10.
Glossary. Default queue: Where a Skill Transfer with no skill goes, per the community article. Skill Transfer functions
Sister technologies. Dynamics 365, Zendesk, Oracle, NetSuite, Epic. Each is a named Plus adapter. This lab does not copy a package number for them. Technical requirements PDF
Config. Write one sentence for priority and one for service level.
Troubleshooting. Both skills share one small team and the VIP Skill Transfer priority was left at the default. Raise VIP priority and staff the skill.
Cross-platform bridge. A mapping to another PBX or contact center is a teaching bridge. It is not an import button.
Future hook. The guide's cloud endpoint stays unset. Confirm before relying on a dated catalog or a case-study number.