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Call routing

Call priority

Move designated VIP callers to the front of the queue automatically.

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Call priority lets you decide that some callers matter more than others and makes the phone system act on that judgment automatically. When a marked caller reaches a queue, Voxbi moves them ahead of callers who arrived first but carry no priority flag. The team still answers in an orderly way; the order just reflects importance rather than pure arrival time.

This is most valuable for businesses where a small number of accounts generate a large share of revenue or require a guaranteed response. Rather than hoping a key account gets lucky with a short queue, you make their fast answer a certainty.

When you'd use call priority

  • A support desk handles a mix of standard customers and enterprise accounts under service-level agreements that promise faster response; priority ensures the agreement is met without needing a separate phone number.

  • A sales team routes inbound enquiries through a shared queue and wants existing key customers to skip ahead of cold leads, so they feel the relationship is valued.

  • A contact centre distinguishes between several tiers of membership and needs the highest tier answered within a defined window, even at peak times.

How call priority works in Voxbi

  1. Create a custom attribute for priority callers

    In the Voxbi Cockpit, go to Attributes and add an attribute (for example, a flag called "VIP"). This becomes the tag that identifies which callers receive elevated treatment.

  2. Mark the relevant contacts

    Go to Contacts and set the VIP attribute for the customers or numbers that should be prioritised. You can mark as many contacts as needed and adjust the list at any time.

  3. Configure the queue priority rule

    Open the queue in Queues and enable the priority feature. Create a rule that reads the caller's attribute before they enter the line. Callers carrying the VIP flag are placed ahead of those who do not.

  4. Wire the attribute check into the call flow

    Make sure the call flow reads the caller's attributes before routing to the queue, so the flag is known by the time the caller joins the line. Test with a flagged number and an unflagged one to confirm the ordering.

You can also define multiple tiers (for instance, a gold level and a silver level) using different attribute values and separate queue priority settings, giving you finer control over who moves up by how much.

Frequently asked questions

Does a priority caller jump ahead of everyone, or only other callers in the same queue?

Priority applies within the queue where the rule is configured. If the queue has ten callers waiting, a priority caller who joins is placed ahead of all unflagged callers currently in line.

Does the priority caller know they have been moved up?

No. From the caller's perspective they hear normal hold music and wait their turn. The reordering is invisible to them.

What if two priority callers arrive at the same time?

Callers with the same priority level are ordered by arrival time among themselves. Priority affects their position relative to non-priority callers, not their order relative to each other.

Can the same queue handle both standard and priority callers without a separate number?

Yes. The queue is a single destination. Inbound calls share one number; the attribute check that runs before the queue step determines who gets placed where. No additional phone numbers or separate queues are required for the basic use case.

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Keep your existing SIP trunk provider and combine carriers for redundancy.

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Call queues

Handle busy periods by lining up incoming calls and answering them in order.
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