---
title: "Priority Routing Module Documentation"
description: "Documentation for Priority Routing"
---

## Table of Contents
1. [Module Overview (Technical)](#1-module-overview-technical)
2. [Module Overview (Commercial/Business)](#2-module-overview-commercialbusiness)
3. [Module Overview (End User/Administrator)](#3-module-overview-end-useradministrator)
4. [Configuration Fields Reference](#4-configuration-fields-reference)
5. [Common Scenarios & Examples](#5-common-scenarios--examples)
6. [Model Context Protocol (MCP) AI Integration](#6-model-context-protocol-mcp-ai-integration)
7. [Limitations & Important Notes](#7-limitations--important-notes)
8. [Troubleshooting Tips](#8-troubleshooting-tips)
9. [Glossary](#9-glossary)
---

## 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

```
┌─────────────────────────────────────────────────────────────────┐
│                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       │
│                                                                 │
└─────────────────────────────────────────────────────────────────┘
```

### 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

---

## 2. Module Overview (Commercial/Business)

### Business Value

Priority Routing enables **differentiated service levels**:

| Without Priority Routing | With Priority Routing |
|-------------------------|----------------------|
| All callers equal | VIP callers prioritized |
| No service tiers | Named priority tiers |
| Manual escalation | Automatic routing |
| No tracking | Named rules for reports |

### Use Cases

1. **VIP Customer Handling**
   - Highest priority (10) for top clients
   - Route directly to senior agents

2. **Service Tier Management**
   - Gold/Silver/Bronze membership levels
   - Different queue destinations per tier

3. **Partner Program**
   - Partners get priority routing
   - Dedicated support queues

4. **Account-Based Routing**
   - Enterprise accounts to enterprise queue
   - SMB accounts to SMB queue

### Feature Highlights

| Feature | Benefit |
|---------|---------|
| **Priority Score (0-10)** | 10 levels of prioritization |
| **Named Rules** | Easy identification |
| **Module/Destination** | Route to any PBX destination |
| **Enable/Disable** | Quick activation toggle |

---

## 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

### Navigation

1. Navigate to **PBX Engine → Call Center → Priority Routing** in the main navigation menu.
2. The **list view** displays all configured Priority Routing rules with Name, Priority Badge (0-10), Destination Target, and Enabled status.
3. Click the **+ Add** button in the top toolbar to configure a new priority routing rule.
4. Click any rule row or edit action to adjust priority weighting or destination routing.

![Priority Routing List View](/screenshots/pbx/call-center/priority-routing-list.png)

### Administrator Workflow

```
┌─────────────────────────────────────────────────────────────────┐
│              Creating a Priority Routing Rule                   │
├─────────────────────────────────────────────────────────────────┤
│                                                                 │
│  Priority Routing Information                                   │
│  ├─ Name: "Executive Escalation Rule"                          │
│  ├─ Priority: 8 [●●●●●●●●○○] (Very High)                       │
│  └─ Enabled: ✓                                                 │
│                                                                 │
│  Routing                                                        │
│  └─ Route To: Extension → 2000 (Alice Morgan)                  │
│                                                                 │
│  Save                                                           │
│                                                                 │
└─────────────────────────────────────────────────────────────────┘
```

![Priority Routing Configuration Form](/screenshots/pbx/call-center/priority-routing-form.png)

### Priority Visual Scale

| Score | Color Badge | Level | Description |
|-------|-------------|-------|-------------|
| **8-10** | 🔴 Red Badge | Critical / VIP | Immediate priority handling for VIPs and executives |
| **5-7** | 🟡 Yellow Badge | Important | Elevated tier for contracted partners and key accounts |
| **0-4** | 🟢 Green Badge | Standard | Normal day-to-day caller priority distribution |

### Quick Tips

> [!TIP]
> **Use High Priorities Sparingly**: Reserve levels 9-10 exclusively for top tier VIPs or executive hotlines.

> [!TIP]
> **Descriptive Rule Naming**: Name rules clearly (e.g. "Enterprise Escalation" or "Gold Membership SLA") so they can be readily identified in reports.

> [!CAUTION]
> **Priority Overlap**: When multiple matching rules apply to a single call, the highest priority numerical score takes precedence.

---

## 4. Configuration Fields Reference

### Priority Routing Information

| Field | Description | Type / Range | Default | Required |
|-------|-------------|--------------|---------|----------|
| **Name** | Unique identifier for this priority routing rule | Text | None | Yes |
| **Priority** | Priority weight score evaluated by queue and routing engines (0-10, where 10 is highest) | Slider (0 - 10) | `0` | Yes |
| **Enabled** | Master switch to activate or suspend this priority routing rule | Toggle (Boolean) | On | Yes |

### Routing

| Field | Description | Type / Options | Default | Required |
|-------|-------------|----------------|---------|----------|
| **Route To (Module)** | Target PBX module category (e.g., Extension, Queue, Ring Group, IVR Menu, Voicemail) | Module Dropdown | None | No |
| **Route To (Destination)** | Specific entity or endpoint destination within the selected module | Target Dropdown | None | No |

### Priority Score Guide

| Score Range | Classification | Typical Telephony Application |
|-------------|----------------|-------------------------------|
| **10** | Critical Maximum | Executive hotlines, critical infrastructure alarms, tier-1 VIPs |
| **8-9** | Very High | Premium enterprise accounts, contracted SLA gold clients |
| **6-7** | Above Normal | Silver members, certified partner escalations |
| **5** | Normal Standard | Standard registered callers and general customer inquiries |
| **3-4** | Below Normal | Low-tier queues, trial prospects |
| **0-2** | Lowest Base | Unverified inbound callers, overflow baseline |

---

## 5. Common Scenarios & Examples

### Scenario 1: Customer Tier System

**Rules:**
| Name | Priority | Route To |
|------|----------|----------|
| Platinum | 10 | Queue: VIP Support |
| Gold | 8 | Queue: Premium Support |
| Silver | 6 | Queue: Priority Support |
| Bronze | 4 | Queue: Standard Support |

**Usage**: VIP Lists reference these rules to assign caller priorities.

### Scenario 2: Partner Routing

**Rules:**
| Name | Priority | Route To |
|------|----------|----------|
| Strategic Partners | 9 | Queue: Partner Desk |
| Resellers | 7 | Queue: Channel Support |
| Affiliates | 5 | Queue: General Support |

### Scenario 3: Account Size Routing

**Rules:**
| Name | Priority | Route To |
|------|----------|----------|
| Enterprise | 10 | Queue: Enterprise Team |
| Mid-Market | 7 | Queue: Business Team |
| SMB | 5 | Queue: Small Business |
| Startup | 3 | Queue: Growth Team |

---

## 6. Model Context Protocol (MCP) AI Integration

Ring2All exposes native Model Context Protocol (MCP) tools for **Priority Routing**, empowering AI copilots and automated routing optimizers to inspect priority weighting structures, route high-value accounts directly to dedicated teams, and adjust routing weights dynamically.

### Available MCP Tools

| Tool Name | Description | Key Parameters |
|:---|:---|:---|
| `list_priority_routings` | Lists all Priority Routing rules defined in the domain, including destination module, target data, priority score, and enabled status. | `search` (optional string) |
| `get_priority_routing_status` | Retrieves full configuration and destination mapping of a specific Priority Routing rule. | `name` (required string) |
| `create_priority_routing` | Provisions a new Priority Routing rule targeting an extension, IVR, ACD queue, ring group, or voicemail with a priority score (1-100). | `name`, `module`, `destination`, `priority` (required); `enabled` |
| `update_priority_routing` | Updates rule destination module, destination target, priority score weight, or enabled status. | `name` (required); `newName`, `module`, `destination`, `priority`, `enabled` |
| `delete_priority_routing` | Deletes a Priority Routing rule from the PBX domain. | `name` (required string) |

### AI Agent Operational Examples

#### Querying Priority Routing Rules
```json
{
  "tool": "list_priority_routings",
  "arguments": {
    "search": "VIP"
  }
}
```

#### Creating an Enterprise Priority Routing Rule
```json
{
  "tool": "create_priority_routing",
  "arguments": {
    "name": "Enterprise High-Value Direct",
    "module": "queue",
    "destination": "850",
    "priority": 10,
    "enabled": true
  }
}
```

### Recommended Natural Language Prompts
- *"List all priority routing rules and sort them by priority score."*
- *"Create a priority routing rule named 'Gold Resellers' that routes to queue 800 with priority 8."*
- *"Check what destination rule 'Strategic Partners' is currently forwarding to."*

---

## 7. 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

---

## 8. Troubleshooting Tips

### Common Issues

| Symptom | Possible Cause | Solution |
|---------|---------------|----------|
| Rule not applied | Rule disabled | Enable the rule |
| Wrong destination | Wrong module selected | Verify module/destination |
| Priority not working | Not linked to VIP list | Reference rule in VIP list |
| Unexpected routing | Higher priority rule matched | Check 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];
```

---

## 9. Glossary

| Term | Definition |
|------|------------|
| **Priority Routing** | Named rule with priority score for call routing |
| **Priority Score** | 0-10 value (10 = highest priority) |
| **VIP List** | List of caller IDs that reference priority rules |
| **Routing Engine** | System component that evaluates and applies rules |
| **Destination Module** | Target type (Queue, Extension, IVR, etc.) |

---

*Documentation last updated: January 2026*