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What are priority calls?

Calls that NewVoiceMedia Vonage Contact Center routes to an agent's personal queue are, by default, priority calls. For information about personal queues, see Personal queues and Personal queues in ContactPad. Personal queue calls are priority calls for that agent only.

In addition to personal queue calls, you can define which calls are priority calls based on the skills required to handle them. For example, you can configure NVM VCC to identify calls tagged with VIP or Urgent skills as priority calls. For information about configuring priority skill combinations, see Configuring virtual queues. Skills-based priority calls are for all agents with the required skills.

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If enabled for your account, when an inbound call arrives in an agent's priority calls list, NewVoiceMedia Vonage Contact Center sends a priority call notification to the agent's browser, and the agent can answer or accept the call in the usual way. The agent can also receive an audible notification of the call. For more information about call notifications, see Call notifications.

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If the agent is available when the call arrives, NewVoiceMedia Vonage Contact Center routes the call to that agent as with non-priority calls. If the agent is working on another call or interaction and is therefore unavailable, the call appears in the priority calls list in ContactPad for all eligible agents.

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