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. Model Context Protocol (MCP) AI Integration
7. Limitations & Important Notes
8. Troubleshooting Tips
9. 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

┌─────────────────────────────────────────────────────────────────┐
│                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

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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

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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

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.

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 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.

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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

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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

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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

{
  "tool": "list_priority_routings",
  "arguments": {
    "search": "VIP"
  }
}

Creating an Enterprise Priority Routing Rule

{
  "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.”

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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

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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:

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

Check VIP list references:

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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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.)

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Documentation last updated: January 2026