VIP Priority Routing
Every other setting on a queue applies to everyone in it. This one applies to a single contact record, and suspends the rest: no greeting, no hold music, no length cap, no ceiling on how long they are allowed to wait.
Queue: Support - EMEA
5 waiting of 5- 1Jonah Pikeringing agents03:16
- 2Marta Ruiz01:52
- 3Kwesi Adjei00:56
- 4Ada Nwosu00:35
- 5Theo Lange00:13
Her number is matched digit for digit against the VIP field on the contact record. Nothing was tagged on the call and no separate number was handed out.
Product figures from the platform’s own defaults - not customer averages
How it works.
Matched as the call lands
VIP is a field on a CRM contact. The arriving number is matched digit for digit against it as the call lands, so nothing has to be tagged on the call and no separate number has to be handed out.
Four switches, each on its own
Skip the welcome file. Ring back instead of hold music, so it sounds like somebody is being fetched rather than like a wait. Mark the call for the agent. Lift the ceiling on how long they may wait.
Ahead in line, not past it
With turn-taking on, waiting callers ring agents one at a time and a VIP arrives credited with sixty seconds already waited. Anyone who has genuinely waited longer than that is still served first.
The agent knows before answering
A header on the invite marks the leg, so the softphone shows the call as VIP on the incoming card rather than the rep finding out after they have already said hello.
Two moments in every call.
Every call passes through the same seven. VIP Priority Routing is the lit ones, and everything either side of it is a different page in this category.
- 01Number
the line it arrives on or leaves from
- 02Route
where the call is sent and to whom
- 03Dial
placing it, and how many at once
- 04Connect
the moment a person picks up
- 05Talk
while the conversation is happening
- 06Wrap
the code, the notes, the next step
- 07Record
what is kept, and where it is kept
The specifics.
8 facts- Match
- The contact's VIP field, matched on the digits of the caller's number
- Queue switch
- Per queue. A VIP ringing a queue without it on is treated as any other caller
- Behaviours
- Skip welcome, ringback instead of hold music, agent badge, bypass the wait ceiling
- Where set
- Those four are platform-wide switches, not per queue and not per contact
- Length cap
- A VIP is never turned away at max length, and that bypass is not one of the four
- Ageing
- 60 seconds credited on arrival, so a longer-waiting ordinary caller still goes first
- No preemption
- A caller already ringing agents is never cut in on; priority decides the next turn
- Turn-taking
- Needs the queue's priority setting on. Without it, waiters ring agents independently
Where the call goes next.
A call is a chain of decisions, and this is one link in it. These are the ones either side.
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The rest of the platform.
Five more categories, all on the same record and the same bill. Each card names three of its capabilities, so you can tell from here whether it is worth opening.
Contact Center
See vip priority routing on your own floor.
Thirty minutes, your numbers and your data. We will set vip priority routing up live and you can decide from the thing itself rather than from this page.
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