When receiving inbound calls, you may wish to prioritize calls to certain Aircall numbers over others. If you have an emergency line or a VIP line, it can be important to make sure calls to those lines are prioritized.
In order to activate this feature, you'll need to make sure that you are an Aircall Admin User.
How to prioritize specific Aircall numbers:
Log in to the Dashboard.
Select the number you would like to activate the Priority Line feature for. You can also search for the number in the search bar on the right side of the screen.
Select the Settings tab.
Under Call Distribution Options, you will find Priority.
Select the toggle button to enable/disable the Priority Line feature.
How does the Priority Line feature work?
Aircall routes inbound calls on a first-in-first-out basis, however, when the Priority Line feature is enabled on a number, calls to this number will be moved to the top of the list.
Please note that calls to priority lines will be prioritized over non-priority lines, but will still be first-in-first-out if there are multiple calls/lines.
An agent is currently in a call and is assigned to Line A and Line B, where Line A has Priority Line turned on, and Line B has Priority Line turned off. A call comes into Line B first, then a second call comes into Line A after. When the agent becomes available again by ending their current call, they will receive the call to Line A as it is treated with priority.
An agent is currently in a call and is assigned to Line A, Line B, and Line C, where Line A & B have Priority Line turned on, and Line C has Priority Line turned off. A call comes into Line C first, another to Line B after, and finally another to Line A last. When the agent becomes available again, the call to Line B will ring to them as Lines A and B are treated with priority, and Line B's call is dispatched based on first-in-first-out routing.
⚠️ Note: The Priority Line feature only determines which call will ring to a user next. If a call on a non-Priority line is already ringing to a user, it will not stop ringing that user if a call to a Priority line comes in after.
⚠️ Note: The Priority Line feature is only available for Classic numbers, and will not be seen in the Number Settings for IVR numbers.
Still in need of assistance? Please feel free to reach out to the Support Team and we will be happy to assist!