VIP Lists (Queues VIP) 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. Priority Scoring
6. Common Scenarios & Examples
7. Model Context Protocol (MCP) AI Integration
8. Limitations & Important Notes
9. Troubleshooting Tips
10. Glossary

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1. Module Overview (Technical)

What Are VIP Lists?

VIP Lists are reusable caller identification lists that boost queue priority for matching phone numbers. When a caller’s number matches a VIP list member, they receive priority treatment in the queue.

Architecture

┌─────────────────────────────────────────────────────────────────┐
│                    VIP List System                              │
├─────────────────────────────────────────────────────────────────┤
│                                                                 │
│  VIP List: "Premium Customers"                                  │
│  ┌────────────────────────────────────────────────────────────┐ │
│  │ Phone Number     │ Weight │ Level │ Position │ Enabled    │ │
│  ├──────────────────┼────────┼───────┼──────────┼────────────┤ │
│  │ +15551234567     │   50   │   1   │    -     │    ✓       │ │
│  │ +15559876543     │   30   │   1   │    -     │    ✓       │ │
│  │ +15555551212     │   20   │   2   │    1     │    ✓       │ │
│  └──────────────────┴────────┴───────┴──────────┴────────────┘ │
│                                                                 │
│  Assigned to Queues:                                            │
│  ├─ Sales Queue                                                │
│  └─ Support Queue                                              │
│                                                                 │
│  When caller +15551234567 enters Sales Queue:                   │
│  → Priority score increased by weight (50)                      │
│  → Tier level forced to 1 (highest priority agents)            │
│  → Result: Caller answered faster by best agents               │
│                                                                 │
└─────────────────────────────────────────────────────────────────┘

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2. Module Overview (Commercial/Business)

Business Value

VIP Lists provide differentiated customer experiences:

Without VIP Lists	With VIP Lists
All callers equal priority	VIP callers prioritized
No caller recognition	Automatic identification
Manual escalation	Automatic queue boost
No tier forcing	Direct to best agents

Use Cases

1. Enterprise Customers

   • Key account phone numbers
   • Direct routing to senior agents

2. Premium Memberships

   • Gold/Platinum member numbers
   • Higher queue priority

3. Partner Programs

   • Reseller/partner contacts
   • Dedicated tier access

4. Account-Based Service

   • Specific customer numbers
   • Custom service levels

Feature Highlights

Feature	Benefit
Reusable Lists	One list, multiple queues
Weight Scoring	1-100 priority boost
Level Override	Force specific tier
Position Override	Force queue position
Per-Member Enable	Individual control
Drag-and-Drop	Easy member ordering

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3. Module Overview (End User/Administrator)

What Can You Do?

• Create named VIP lists
• Add phone numbers as members
• Set priority weights (1-100)
• Override tier levels (force to senior agents)
• Override queue positions (jump to front)
• Assign lists to multiple queues

Navigation

1. Navigate to PBX Engine → Call Center → Queue VIP in the main navigation menu.
2. The list view displays all configured VIP Lists with Name, Member Count, and Enabled status.
3. Click the + Add button in the top toolbar to configure a new VIP List.
4. Click any list row or edit action to manage member phone numbers, caller ID names, priorities, and notes with drag-and-drop reordering.

Administrator Workflow

┌─────────────────────────────────────────────────────────────────┐
│              Creating a VIP List                                │
├─────────────────────────────────────────────────────────────────┤
│                                                                 │
│  General Settings                                               │
│  ├─ List Name: "Enterprise Tier-1 VIPs"                         │
│  └─ Enabled: ✓                                                 │
│                                                                 │
│  VIP List Members                                               │
│  ┌───────────────────────────────────────────────────────────┐  │
│  │ ≡ +13055550199 │ Chief Exec Office │ Priority: 100 │ ✓    │  │
│  │ ≡ +13055550188 │ Global Director   │ Priority: 80  │ ✓    │  │
│  │ ≡ +13055550177 │ Regional Partner  │ Priority: 50  │ ✓    │  │
│  └───────────────────────────────────────────────────────────┘  │
│                                                                 │
│  [+ Add Member]                                                 │
│                                                                 │
│  Save → Then assign to Queues in Queue settings                 │
│                                                                 │
└─────────────────────────────────────────────────────────────────┘

Queue Integration

In Queue settings, select VIP Lists to associate:

Queue Settings → General Tab → VIP List → Select "Enterprise Tier-1 VIPs"

Quick Tips

[!TIP] Reusable Lists: Create unified VIP lists (e.g. “Enterprise Tier-1”) and link them to any number of sales and support queues.

[!TIP] Priority Weighting: Higher priority scores (up to 100) dynamically boost the caller’s position in the queue score calculation.

[!CAUTION] Caller ID Format: Always enter numbers matching the normalized incoming caller ID format (e.g., E.164 with country code or exact 10-digit format).

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4. Configuration Fields Reference

VIP List General Settings

Field	Description	Type / Options	Default	Required
List Name	Descriptive name identifying the VIP list	Text	None	Yes
Enabled	Master switch to activate or suspend the entire VIP list	Toggle (Boolean)	On	Yes

VIP Member Fields

Field	Description	Type / Range	Default	Required
Caller ID Number	Incoming phone number to match against inbound calls	Text (Phone Number)	None	Yes
Caller ID Name	Friendly contact name or title displayed in call center reports	Text	None	No
Priority	Priority boost score (1-100) applied to caller’s queue position calculation	Number (1 - 100)	1	Yes
Notes	Optional administrative comments or account notes	Text	None	No
Enabled	Individual member toggle to enable/disable without deleting	Toggle (Boolean)	On	Yes
Reorder Handle	Drag-and-drop vertical grip to adjust prioritization order	Interactive Drag Control	None	No

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5. Priority Scoring

How VIP Scoring Works

┌─────────────────────────────────────────────────────────────────┐
│                  VIP Priority Flow                              │
├─────────────────────────────────────────────────────────────────┤
│                                                                 │
│  1. Caller enters queue                                         │
│     Caller ID: +15551234567                                     │
│                                                                 │
│  2. System checks VIP lists assigned to queue                   │
│     → Match found in "Premium Customers" list                   │
│     → Weight: 50, Level Override: 1                             │
│                                                                 │
│  3. Apply VIP settings                                          │
│     ├─ Base score: 0 (new caller)                              │
│     ├─ + Weight: 50                                            │
│     └─ = Final score: 50                                       │
│                                                                 │
│  4. Queue position determined by score                          │
│     → VIP caller (score 50) ahead of regular callers (score 0) │
│                                                                 │
│  5. Tier routing                                                │
│     → Level Override: 1 → try tier 1 agents first              │
│                                                                 │
└─────────────────────────────────────────────────────────────────┘

Priority Matrix

Configuration	Effect
Weight only	Relative priority boost
Level Override only	Force to specific agent tier
Position Override only	Force to specific queue position
Weight + Level	Boost + tier forcing
All three	Maximum VIP treatment

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6. Common Scenarios & Examples

Scenario 1: Enterprise Accounts

VIP List: “Enterprise”

Phone	Weight	Level	Position
+15551234567	50	1	-
+15559876543	50	1	-
+15555551212	50	1	-

Effect: All enterprise callers get +50 priority and tier 1 agents.

Scenario 2: Tiered Service Levels

VIP List: “Premium Service”

Phone	Weight	Level	Position	Description
+15551111111	100	1	1	CEO
+15552222222	80	1	-	CFO
+15553333333	50	2	-	Directors

Effect: CEO always first, executives to tier 1, directors to tier 2.

Scenario 3: Multi-Queue VIP

VIP List: “Gold Members”

Assigned to:

• Sales Queue
• Support Queue
• Billing Queue

Effect: Gold members get priority across all three queues.

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7. Model Context Protocol (MCP) AI Integration

Ring2All exposes native Model Context Protocol (MCP) tools for VIP Lists (Queues VIP), enabling CRM bots, account executive copilots, and VIP escalators to query VIP registries, enroll platinum clients, adjust queue priority weights, and remove expired entries automatically.

Available MCP Tools

Tool Name	Description	Key Parameters
list_vip_lists	Lists all VIP Lists defined in the domain, displaying name, description, member count, and enabled state.	search (optional string)
get_vip_list_status	Retrieves full configuration, member phone numbers, assigned weights (1-100), notes, and linked queues.	name (required string)
create_vip_list	Provisions a new VIP List for call center queues.	name (required); description, enabled
add_vip_member	Enrolls a caller phone number into a VIP list with caller name, priority weight, and notes.	vipListName, phoneNumber (required); callerName, priority, notes
remove_vip_member	Removes a phone number entry from a specific VIP list.	vipListName, phoneNumber (required string)
delete_vip_list	Safely deletes a VIP list from the domain after verifying no active queues depend exclusively on it.	name (required string)

AI Agent Operational Examples

Querying VIP List Members

{
  "tool": "get_vip_list_status",
  "arguments": {
    "name": "Diamond VIP Clients"
  }
}

Enrolling a New VIP Caller

{
  "tool": "add_vip_member",
  "arguments": {
    "vipListName": "Diamond VIP Clients",
    "phoneNumber": "+15551234567",
    "callerName": "Acme Corp CEO",
    "priority": 90,
    "notes": "Direct escalation to senior tier"
  }
}

Recommended Natural Language Prompts

• “List all VIP lists configured on this PBX and show their current member counts.”
• “Add customer phone number +15558889900 to the ‘Platinum Accounts’ VIP list with priority 85.”
• “Check if phone number +15551234567 is enrolled in any VIP lists.”

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8. Limitations & Important Notes

Technical Notes

[!NOTE] Configuration Module: VIP Lists is a configuration module. List matching occurs during queue entry via mod_callcenter integration.

[!WARNING] Phone Format: Use consistent format (E.164 recommended: +15551234567).

Best Practices

1. Use E.164 Format: +[country][number] for consistent matching
2. Meaningful Weights: Use ranges (10-30-50-80-100) for clear tiers
3. Level Override Sparingly: Reserve for true VIP
4. Position Override Rarely: Only for executive-level callers
5. Name Lists Clearly: “Enterprise Accounts” not “VIP 1”

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9. Troubleshooting Tips

Common Issues

Symptom	Possible Cause	Solution
VIP not recognized	Phone format mismatch	Use consistent E.164 format
No priority boost	List not assigned to queue	Assign in queue settings
Member not working	Member disabled	Enable the member
List not working	List disabled	Enable the list
Wrong tier	Level override conflict	Check override values

Diagnostic SQL

List VIP lists:

SELECT id, name, description, enabled
FROM public.vip_lists
WHERE domain_id = [domain_id];

Check VIP members:

SELECT m.phone_number, m.weight, m.level_override, m.position_override, m.enabled
FROM public.vip_list_members m
JOIN public.vip_lists l ON m.vip_list_id = l.id
WHERE l.domain_id = [domain_id]
ORDER BY l.name, m.weight DESC;

Check queue VIP list assignments:

SELECT q.name as queue, v.name as vip_list
FROM public.call_center_queue_vip_lists qv
JOIN public.call_center_queues q ON qv.queue_id = q.id
JOIN public.vip_lists v ON qv.vip_list_id = v.id
WHERE q.domain_id = [domain_id];

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10. Glossary

Term	Definition
VIP List	Collection of priority caller phone numbers
Weight	Priority score boost (1-100)
Level Override	Forces caller to specific agent tier
Position Override	Forces caller to specific queue position
E.164	International phone format (+[country][number])

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Documentation last updated: January 2026