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:

6. Select Edit Priority Order

7. Select the = icon to drag and drop the Contact Center into the desired sequence

   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.

8. Select Save Changes

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

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.