Queue Priorities

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What is the Queue Priorities Module used for?

Queues by default will sort callers with a first in, first out order. The Queue Priority module allows you to enable particular callers to be weighted differently than others. By giving certain callers a higher priority, they are allowed to bypass all of the other callers with a lower priority to receive faster service. The default setting is for all callers to have a priority of zero. Callers with a higher number will be placed in front of priority zero callers. Queue priorities are often used when providing service level agreements (SLAs).

How is the  Queue Priorities Module related to the other Modules?

 The Queue Priorities Module adjust a callers priority when entering a queue to move them up in line.

Overview

Queues by default will sort callers with a first in, first out order. The Queue Priority module allows you to enable particular callers to be weighted differently than others. By giving certain callers a higher priority, they are allowed to bypass all of the other callers with a lower priority to receive faster service. The default setting is for all callers to have a priority of zero. Callers with a higher number will be placed in front of priority zero callers. Queue priorities are often used when providing service level agreements (SLAs).

Logging in

  • From the top menu click Applications
  • In the drop down click Queue Priority

Adding a Queue Priority

Once logged in you can set the following options.

Description

Create a descriptive name for the queue priority you are setting. We suggest you use one to easily identify the queue priority. ie. VIP Customers

Priority

Caller priorities can be set from 0-20 and the default setting for all calls is zero. The higher the number, the higher the priority assigned.

Destination

This section is for selecting the call target that the caller will be sent to with their new priority. From this point forward, the caller will have a priority weight as set in the priority field above when they enter any queue. Please note that the destination does not have to be a queue, it could be an IVR or any other destination on your PBX. Once assigned a priority, the system will recognize the priority and any queue the call eventually enters. Make sure to press the “Submit Changes” button when done to save your changes.