Queue Priorities

Queue Priorities provides the ability to operate queues as priority queues in addition to the normal FIFO mode. This gives the ability to queue a call not at the end of the queue but anywhere in the queue, according to the call's priority. Now you can have just one queue servicing all the calls (more important and less important) with the right order.

The priority of a call entering a queue can be set in the Queue Priorities page before proceeding to the queue. By default, a caller's priority is set to 0. Setting a higher priority will put the caller ahead of other callers already in a queue. The priority will apply to any queue that this caller is eventually directed to. You would typically set the destination to a queue, however that is not necessary. For example, you might set the destination of a priority customer DID to an IVR that is used by other DIDs, and any subsequent queue that is entered would be entered with this priority.

To add a Queue Priority instance, perform the following steps:

  1. Open the UCx Web-based Configuration Utility
  2. From the PBX tab, select PBX Configuration
  3. From the left side column, under Inbound Call Control, select Queue Priorities
  4. Fill in all the fields and press the Submit Changes button

Field Description
Description Enter a descriptive name for this Queue priority instance
Priority Select the priority from 0 to 20. 0 is the default.
Destination Where to route the call after setting the priority.