# Uniform Call Distribution - Priority Queuing

UCD offers Priority Queuing to answer calls for two or more departments. Priority queuing works in conjunction with hunt groups and call overflow. Both applications must have the same agents answering calls for two or more voice groups.

Hunt groups support up to 64 priority levels (the sequence in which calls are answered), with 1 as the highest and 64 the lowest priority. Calls to high priority group levels (for example, 1, 2, 3,) are answered before calls arriving on a lower level priority (for example, 62, 63, 64).

Priority queuing can be an effective tool in reducing communications costs. For example, call queue time can be reduced by directing expensive incoming calls, such as long distance, collect, or INWATS, to a high priority level (see Hunt Group Priority for Call Handling).

The priority field sets the priority levels for all incoming calls. Installers can either assign a priority level, or leave the priority level blank and leave the system to default the priority level to 64. Calls inherit the priority level of the hunt group to which they are directed. For example, if an incoming call is directed to a hunt group which is assigned priority level 9, the call will retain priority 9 throughout the life of the call.

When a call is directed to a busy hunt group the call camps-on (queues) to the hunt group and waits to be answered. The call that is camped-on to a hunt group for the longest period of time, and has the highest priority level, is the one that is routed to the first available agent.

Hunt Group Priority for Call Overflow shows an example of how prioritizing works. Calls are received by agents with priority level 64 then the agents route the calls to the requested department. Once routed, the calls are re-prioritized accordingly.