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Priority Routing Module Documentation

Table of Contents

  1. Module Overview (Technical)
  2. Module Overview (Commercial/Business)
  3. Module Overview (End User/Administrator)
  4. Configuration Fields Reference
  5. Common Scenarios & Examples
  6. Limitations & Important Notes
  7. Troubleshooting Tips
  8. Glossary

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1. Module Overview (Technical)

What Is Priority Routing?

Priority Routing allows administrators to define named routing rules with priority scores. These rules route calls to specific destinations and can be referenced by other modules like queues or VIP lists to give certain callers higher queue position scores.

Architecture

Plaintext
┌─────────────────────────────────────────────────────────────────┐
│                Priority Routing System                          │
├─────────────────────────────────────────────────────────────────┤
│                                                                 │
│  Priority Routing Rules:                                        │
│  ┌────────────────────────────────────────────────────────────┐ │
│  │ Name           │ Priority │ Route To                       │ │
│  ├────────────────┼──────────┼────────────────────────────────┤ │
│  │ VIP Customers  │    10    │ Queue → VIP Support            │ │
│  │ Gold Members   │     8    │ Queue → Premium Support        │ │
│  │ Partners       │     7    │ Queue → Partner Desk           │ │
│  │ Standard       │     5    │ Queue → General Support        │ │
│  └────────────────┴──────────┴────────────────────────────────┘ │
│                                                                 │
│  Usage:                                                         │
│  ├─ Referenced by VIP Lists for caller scoring                 │
│  ├─ Referenced by Queue configurations                        │
│  └─ Consumed by routing engine for destination selection       │
│                                                                 │
└─────────────────────────────────────────────────────────────────┘

Key Tables

TablePurpose
public.priority_routingPriority rule definitions

Key Files

FileDescription
admin/apps/web/src/modules/priorityRouting/Frontend module
admin/apps/web/src/i18n/en/priorityRouting.jsonTranslations

Integration Points

Priority Routing rules can be referenced by:

  • VIP Lists → Assign priority to matching callers
  • Queue Profiles → Route to priority-specific destinations
  • Routing Engine → Select destination based on priority

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2. Module Overview (Commercial/Business)

Business Value

Priority Routing enables differentiated service levels:

Without Priority RoutingWith Priority Routing
All callers equalVIP callers prioritized
No service tiersNamed priority tiers
Manual escalationAutomatic routing
No trackingNamed rules for reports

Use Cases

  1. VIP Customer Handling

- Highest priority (10) for top clients

- Route directly to senior agents

  1. Service Tier Management

- Gold/Silver/Bronze membership levels

- Different queue destinations per tier

  1. Partner Program

- Partners get priority routing

- Dedicated support queues

  1. Account-Based Routing

- Enterprise accounts to enterprise queue

- SMB accounts to SMB queue

Feature Highlights

FeatureBenefit
Priority Score (0-10)10 levels of prioritization
Named RulesEasy identification
Module/DestinationRoute to any PBX destination
Enable/DisableQuick activation toggle
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3. Module Overview (End User/Administrator)

What Can You Do?

  • Create named priority routing rules
  • Set priority scores (0-10, 10 = highest)
  • Configure destination module/target
  • Enable/disable rules

Administrator Workflow

Plaintext
┌─────────────────────────────────────────────────────────────────┐
│              Creating a Priority Routing Rule                   │
├─────────────────────────────────────────────────────────────────┤
│                                                                 │
│  Priority Routing                                               │
│  ├─ Name: "VIP Customers"                                      │
│  ├─ Priority: 10 [●●●●●●●●●●] (highest)                        │
│  └─ Enabled: ✓                                                 │
│                                                                 │
│  Routing                                                        │
│  └─ Route To: Queue → VIP Support                              │
│                                                                 │
│  Save                                                           │
│                                                                 │
└─────────────────────────────────────────────────────────────────┘

Priority Visual Scale

ScoreColorLevel
8-10🔴 RedCritical/VIP
5-7🟡 YellowImportant
0-4🟢 GreenStandard

Quick Tips

TIP
Use High Priorities Sparingly: Reserve 9-10 for truly VIP callers.
TIP
Name Clearly: Use descriptive names like "Gold Members" or "Enterprise Accounts".
CAUTION
Priority Overlap: If multiple rules match, the highest priority wins.

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4. Configuration Fields Reference

Priority Routing Fields

FieldDescriptionExampleRequired
NameRule identifierVIP CustomersYes
PriorityScore 0-10 (10 = highest)10Yes
Route To (Module)Destination moduleQueue, Extension, etc.No
Route To (Destination)Specific destinationVIP SupportNo
EnabledRule active statusOn/OffYes

Priority Score Guide

Score RangeDescriptionTypical Use
10Highest priorityVIP customers, executives
8-9Very high priorityPremium members, key accounts
6-7Above normalGold members, partners
5Normal priorityStandard customers
3-4Below normalTrial users
0-2Lowest priorityPublic, unidentified
---

5. Common Scenarios & Examples

Scenario 1: Customer Tier System

Rules:
NamePriorityRoute To
Platinum10Queue: VIP Support
Gold8Queue: Premium Support
Silver6Queue: Priority Support
Bronze4Queue: Standard Support
Usage: VIP Lists reference these rules to assign caller priorities.

Scenario 2: Partner Routing

Rules:
NamePriorityRoute To
Strategic Partners9Queue: Partner Desk
Resellers7Queue: Channel Support
Affiliates5Queue: General Support

Scenario 3: Account Size Routing

Rules:
NamePriorityRoute To
Enterprise10Queue: Enterprise Team
Mid-Market7Queue: Business Team
SMB5Queue: Small Business
Startup3Queue: Growth Team
---

6. Limitations & Important Notes

Technical Notes

NOTE
Configuration Module: Priority Routing is a configuration module. Rules are consumed by the routing engine and VIP lists—there is no dedicated Lua handler.
WARNING
Order of Evaluation: When multiple rules could apply, the highest priority score wins.

Best Practices

  1. Plan Priority Tiers: Define your tier structure before creating rules
  2. Reserve Top Scores: Keep 9-10 for truly exceptional cases
  3. Use Meaningful Names: Names appear in reports and logs
  4. Test Integration: Verify VIP lists and queues reference correctly
  5. Document Rules: Keep a reference of what each priority level means

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7. Troubleshooting Tips

Common Issues

SymptomPossible CauseSolution
Rule not appliedRule disabledEnable the rule
Wrong destinationWrong module selectedVerify module/destination
Priority not workingNot linked to VIP listReference rule in VIP list
Unexpected routingHigher priority rule matchedCheck all enabled rules

Diagnostic SQL

List priority routing rules:

Sql
SELECT id, name, priority, module, destination, enabled
FROM public.priority_routing
WHERE domain_id = [domain_id]
ORDER BY priority DESC;

Check VIP list references:

Sql
SELECT vl.name as vip_list, pr.name as priority_rule, pr.priority
FROM public.vip_lists vl
JOIN public.priority_routing pr ON vl.priority_routing_id = pr.id
WHERE vl.domain_id = [domain_id];

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8. Glossary

TermDefinition
Priority RoutingNamed rule with priority score for call routing
Priority Score0-10 value (10 = highest priority)
VIP ListList of caller IDs that reference priority rules
Routing EngineSystem component that evaluates and applies rules
Destination ModuleTarget type (Queue, Extension, IVR, etc.)
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Lua Handler Status

⚡ No Dedicated Handler Required

Priority Routing is a configuration module. The rules are:

  • Stored in public.priority_routing
  • Referenced by VIP Lists and Queue configurations
  • Consumed by the main routing engine during call processing

No Lua fixes needed!

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Documentation last updated: January 2026
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