Priority Routing
📖 Introduction
Priority Routing gives certain callers preferential treatment. VIP callers skip the queue or get routed to specialized agents automatically.
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🎯 Common Use Cases
| Caller Type | Priority Treatment | |
|---|---|---|
| Key accounts | Skip queue | |
| Enterprise customers | Dedicated agents | |
| High-value leads | Priority in queue | |
| Problematic callers | Specific handling |
🖥️ Accessing the Module
Navigation:PBX → Call Center → Priority Routing
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📝 Form Fields
| Field | Description | Example | |
|---|---|---|---|
| Name | Rule name | Enterprise Customers | |
| VIP List | List of priority callers | Enterprise VIPs | |
| Priority Level | Queue position boost | 1 (highest) | |
| Action | What to do | Priority Queue | |
| Destination | Where to route | Queue: VIP Support | |
| Enabled | Rule is active | Yes |
Actions
| Action | Effect | |
|---|---|---|
| Priority Queue | Move to front of queue | |
| Skip Queue | Connect to agent immediately | |
| Dedicated Agent | Route to specific agent only | |
| Special IVR | Different menu for VIPs |
🚀 Practical Example
Enterprise Customer Priority
- Create VIP List with enterprise customer numbers
- Create Priority Rule:
Enterprise Customers
- Action: Skip Queue
- Destination: Ring Group: Senior Support
Enterprise customers now bypass the queue entirely.
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💡 Tips
TIP
Use sparingly: Too many VIPs defeats the purpose.TIP
Notify agents: Train them on VIP handling expectations.---
🔗 Related Modules
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← Previous: Agents | Next: VIP Lists →