Priority routing allows you to assign different levels of importance to incoming calls when routing them to a Router. Calls can be assigned a priority level on a scale from 1 (highest) to 4 (lowest). There are also two special values:

• Priority 0 – Idle: Lowest possible priority.
• Priority 9 – Emergency: Reserved for emergency calls with the highest priority.

How Priority Affects Call Handling

When calls are queued, those with higher priority are generally handled before lower-priority calls. However, the system also considers waiting time. For example:

A lower-priority call that has been waiting for a long time may be handled before a higher-priority call that just entered the queue.

This ensures that low-priority calls are not ignored indefinitely.

Implementing Priority Routing

There are multiple ways to apply priority routing:

1. Different Numbers for Different Priorities

• Provide customers with two (or more) different telephone numbers.
• Assign each number to a separate Voice Channel with a unique priority level.
• Route all calls through the same Router, where the system uses the assigned priority to influence queue handling.

2. Using Caller Identification

• Use the Identification module to recognise specific callers.
• Configure the call flow so that recognised (e.g. VIP or premium) callers are routed with a higher priority.

This flexibility allows the Contact Centre to optimise service levels for different customer segments or use cases (e.g. urgent technical support, high-value clients, internal escalations).

Priority Routing Example

In this example, Priority Routing is configured for two numbers assigned to customers calling the Contact Centre. Callers who dial Channel 100 should be handled before callers dial Channel 200.

To enable Priority Routing, a priority value must be set in the Priority field. The priority scale ranges from 1 (highest) to 4 (lowest).

Setting Priority Routing

1. In Explorer > Phone & Text > IVR Channels, select IVR Channel 100.
2. Click Edit.
3. Click Next Module, opening the Edit Link window.

1. In the Module field, select Router from the pull-down menu.
2. In the Router field, select the required Router.
3. In the Priority field, set the value to 1 from the pull-down menu.
4. Repeat these steps for Voice Channel 200, but leave the Priority field at the default value of 3.

How Priority Routing Works

From this point, calls transferred from Channel 100 will have priority over calls transferred from Channel 200.

Important Notes:

• Priority Routing is only effective when all Agents are busy and callers are in a queue.
• If Agents are available and ready, calls will be transferred to the next available Agent, regardless of the originating Voice Channel.