---
title: "Queue Priority"
slug: "queue-priority"
tags: ["dialpad features", "dialpad call center", "ai contact center", "Company Admins", "Dialpad sell", "Queue priority", "ai sales"]
updated: 2026-04-22T17:50:15Z
published: 2026-04-22T17:50:15Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Queue Priority

Queue Priority allows you to prioritize specific Contact Center queues, ensuring that high-priority calls are answered first, regardless of their wait time. This feature is particularly useful for providing VIP customers with expedited access to your agents.

> [!NOTE]
> Note
> 
> You'll only be able to create a queue priority if agents are assigned to multiple Contact Centers.

> [!NOTE]
> Who can use this
> 
> Company Admins can configure the Contact Center queue priority.

## Set queue prioritization

To configure Queue Prioritization:

1. Navigate to **Dialpad Admin Settings** > **My Company**
2. Go to **Queue Prioritization**and select **Add a Contact Center to Prioritize**
3. Choose the desired Contact Centers
4. After adding your Contact Centers, select the ringing order:

| **Ring this list in order of wait time** | Prioritizes listed Contact Centers above unlisted ones. When they are within the list, calls are served based on the longest wait time. |
| --- | --- |
| **Ring this list in the order I set below** | Prioritizes calls based on the specified Contact Center order |
5. Customize the priority of the Contact Centers:
  1. Select **Edit Priority Order**
  2. Select the **=** icon to drag and drop the Contact Center into the desired sequence

> [!TIP]
> Tip
> 
> To assign the same priority to multiple Contact Centers, position them at the same level. They flash purple to show they are at equal priority.

1. Select **Save Changes**

[Queue-prioritization](https://app.vidgrid.com/embed/gOBvbdotVHvA)

> [!NOTE]
> Note
> 
> If there is only 1 level of priority, after you save, we'll always choose the **Ring this list in order of wait time** option.![Queue prioritization option - ring in order of wait time](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Ring-list-in-order-of-wait-time.png)

Keep in mind that you do not need to include all Contact Centers in a list — only include the Contact Centers that you'd like to prioritize.

## Business hours and call routing

After setting the Queue Prioritization, your business hours and call routing will update automatically.

To verify that your prioritization is set up correctly:

1. Navigate to **Dialpad Admin Settings**>**Contact Centers**
2. Choose the desired Contact Center
3. Select **Business Hours & Call Handling**. If the prioritization is active, a banner is displayed indicating the Contact Center is part of a queue prioritization list.

![Queue prioritization list notification in Contact Center](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Queue-prioritization-list-notification-in-CC.png)