Queue Priority

Who can use this feature?

Queue priority is a feature available to Dialpad Sell and Dialpad Contact Center customers on the Pro and Enterprise plans.

Keep in mind that only a Company Admin can configure queue priority.

Set the Queue Prioritization

From Dialpad.com, navigate to Admin SettingsMy Company > Queue Prioritization. You'll only be able to do this if you're a Company Admin.

Select Add a Call Center to Prioritize and choose a Call Center to add to the list.

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Once you've added all the Call Centers to the list, choose how they're rung:

  • Ring this list in order of wait time: Call Centers in this list are prioritized above all other unlisted Call Centers; calls will then be prioritized to Agents based on longest wait time
  • Ring this list in the order I set below: Calls will be prioritized based on the order chosen in this list.

Keep in mind that you do not need to include all Call Centers in a list. Only include the Call Centers that you'd like to prioritize. You'll only be able to create a queue priority if Agents are assigned to multiple Call Centers.

Business Hours and Call Routing

Once you've set your queue priority, your Business Hours and Call Routing will automatically update. 

To see if your hours have been determined by your company, navigate to Admin Settings Call CentersBusiness Hours & Call Handling. It will indicate whether or not the Call Center is part of a queue prioritization list.

dp-queue-prioritization-call-center-designation.png

 

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