Call Priority

When a call is made, its path is determined by the service associated with the dialled number. There are many factors that can affect the caller's experience, one of which being the call's Priority.

Every new call is assigned a numeric priority; the default is 100, but it can be changed to anything from 1 to 999. This priority determines how quickly the call will be answered compared with other calls, and may affect how it is routed through the service. Clearly, if all calls retain the default priority, it will have no discernible effect on any of them.

The priority of a call can be changed as follows:

• You can change the initial priority of calls made to specific numbers. For more information about this process, refer to Changing the Priority of a Phone Number.
• You can also instruct an IVR queue to change the priority of incoming calls, reflecting the call's progress and any choices made by the caller. This is done using the Queue Priority setting when configuring the queue.