How to Set up Priority Routing
Updated at October 13th, 2025
Table of Contents
Overview
Priority Routing enables Cirrus Halo to handle calls based on their importance rather than the simple order of arrival.
By assigning priority levels to calls or channels, you can ensure that urgent, VIP, or business-critical contacts are answered first, while still maintaining fair queue behaviour.
What Is Priority Routing?
Priority Routing assigns a priority value to each incoming call or channel. The Cirrus Halo router uses these values to decide the order in which queued calls are presented to agents.
| Value | Description |
|---|---|
| 1 | Highest priority |
| 2–4 | Standard levels (2 = High, 3 = Normal, 4 = Low) |
| 0 | Idle – the lowest possible priority |
| 9 | Emergency – reserved for urgent, emergency use only |
💡 Tip: Use priorities 1–2 for VIP customers or time-critical service lines, and keep 9 reserved for emergencies.
How Priority Affects Call Handling
When calls are waiting in a queue:
- Calls with higher priority values are generally handled first.
- The system also factors in waiting time, so low-priority calls won’t be ignored indefinitely.
- This ensures balanced service even when queues are long.
📝 Note: Priority Routing applies only when agents are busy.
If agents are available, calls are delivered immediately, regardless of priority.
When to Use Priority Routing
| Use Case | Description |
|---|---|
| Multiple Numbers for Different Priorities | Assign separate inbound numbers to each customer type (for example, VIP support or standard enquiries). Each number uses its own IVR Channel and priority setting. |
| Caller Identification | Use the Identification module to recognise VIP or premium customers and route them with a higher priority. |
| Internal Escalation | Route urgent internal or technical calls with a higher priority to ensure faster handling. |
💡 Example: Calls from your Premium Support line (Channel 100) can be given Priority 1, while calls from the General Enquiries line (Channel 200) can remain at Priority 3.
Setting Up Priority Routing
In this example, two incoming numbers share a single Router:
- Channel 100: Assigned Priority 1
- Channel 200: Assigned Priority 3 (default)
Step 1: Configure the Priority Field
- Navigate to Explorer → Phone & Text → IVR Channels.
- Select the channel to configure (e.g.
Channel 100). - Click Edit.
- Click Next Module to open the Edit Link window.
- In the Module field, choose Router.
- In the Router field, select the required Router.
- In the Priority field, set the desired level — e.g. 1 (Urgent).
- Click Save changes.
Step 2: Apply to Additional Channels
Repeat these steps for any other IVR Channels that use the same Router.
For example:
- Channel 100 → Priority 1 (Urgent)
- Channel 200 → Priority 3 (Normal)
How Priority Routing Works
Once configured:
- Calls from Channel 100 will take precedence over calls from Channel 200 when queued in the same Router.
- When agents are available, calls are delivered as normal — priority does not apply until a queue forms.
Important Notes
- Priority Routing only affects calls in a queue — it does not reorder live call delivery to available agents.
- Ensure priority levels are used consistently across IVR Channels to avoid unexpected routing behaviour.
- Keep your configuration simple — using too many priority levels can make queue performance harder to predict.
⚙️ Best Practice:
Limit priority use to a few key scenarios (e.g. VIP lines, internal escalations).
Avoid setting all calls to high priority, as this removes the intended effect.
Regularly review queue reports to confirm that priority routing behaves as expected.
Summary
Priority Routing ensures that high-value or time-sensitive calls are handled first.
By setting appropriate priority levels within IVR Channels and routing through a shared Router, Cirrus maintains both service quality and fairness in call queues.
Next Steps:
- Review your IVR Channels and assign priority levels where appropriate.
- Test with live call scenarios to confirm queue order.
