{"id":126103,"date":"2026-03-09T13:48:14","date_gmt":"2026-03-09T13:48:14","guid":{"rendered":"https:\/\/loopup.com\/?p=126103"},"modified":"2026-04-09T17:16:08","modified_gmt":"2026-04-09T16:16:08","slug":"route-smarter-not-harder-call-queue-priorities-in-teams-phone","status":"publish","type":"post","link":"https:\/\/loopup.com\/us\/resource-center\/from-our-mvp\/route-smarter-not-harder-call-queue-priorities-in-teams-phone\/","title":{"rendered":"Route Smarter, not Harder! Call Queue Priorities in Teams Phone."},"content":{"rendered":"\n<p>A new feature has hit Microsoft Teams Phone! It&#8217;s the ability to set <strong>call priorities<\/strong> within your <strong>call queues<\/strong>. If you\u2019re managing multiple queues or juggling different types of incoming calls, this is a feature you\u2019ll want to pay attention to.<\/p>\n\n\n\n<h2>What are Call Priorities?<\/h2><p>Call priorities allow you to define the <strong>order in which calls are routed to agents<\/strong>. This means you can ensure that high-priority calls (like VIP customers or urgent support issues) are answered first, while lower-priority calls wait in the queue until an agent becomes available. You can assign a priority value between 1 and 5, where 1 is the highest priority, 5 is lowest and 3 is default.<\/p>\n\n\n\n<p>This is especially useful in environments where multiple queues feed into the same group of agents. By assigning a priority level to each queue, Teams will route calls based on that hierarchy rather than just first-come, first-served.<\/p>\n\n\n\n<h2>Why Does This Matter?<\/h2><p>Let\u2019s say you\u2019ve got a support queue and a general enquiries queue. You want support calls to be answered first, even if a general enquiry came in a few seconds earlier. With call priorities, you can make that happen.<\/p>\n\n\n\n<p>This feature is part of the <strong>Auto Attendant and Call Queue capabilities<\/strong> in Teams Phone, so you\u2019ll need a <strong>Teams Phone license<\/strong> to use it. If you\u2019re already using Teams Phone and managing call queues, this is a no-brainer to implement.<\/p>\n\n\n\n<h2>How to Set It Up<\/h2>\n\n\n\n<p>You\u2019ll configure call priorities through <strong>PowerShell <\/strong>at the moment, be aware, any changes you make to the <strong>Call Queue <\/strong>in the <strong>Teams Admin Center <\/strong>will wipe any of your <strong>Call Priorities<\/strong> you\u2019ve set up via <strong>PowerShell<\/strong>. Expect this to stay the same until configuration is available via the <strong>GUI<\/strong>.<\/p>\n\n\n\n<p>If you\u2019re using <strong>Voice Enabled Channels<\/strong> or the <strong>Queues App<\/strong> (requires Teams Premium), this adds another layer of control to how your calls are handled. Combine this with features like <strong>monitor, whisper, barge, and takeover<\/strong> are you starting to get into contact centre territory?<\/p>\n\n\n\n<p>For more info, check out the official Microsoft documentation on <a href=\"https:\/\/learn.microsoft.com\/en-us\/microsoftteams\/aa-cq-call-priorities\">https:\/\/learn.microsoft.com\/en-us\/microsoftteams\/aa-cq-call-priorities<\/a><\/p>\n\n\n\n<img decoding=\"async\" src=\"https:\/\/loopup.com\/app\/uploads\/2026\/04\/call-queue-priorities-in-teams-phone-1-1024x793.png\" alt=\"Call queue priorities in teams phone\" class=\"img-max\"\/>\n\n\n\n<p><a href=\"https:\/\/www.linkedin.com\/in\/zachjbennett\/?utm_source=website&amp;utm_medium=blog&amp;utm_campaign=blog_layout&amp;utm_content=variant_a\" target=\"_blank\">Zach Bennett<\/a> is Microsoft Teams <a href=\"https:\/\/loopup.com\/us\/company\/our-mvp\/\">MVP<\/a> and Principal Architect at LoopUp. <\/p>\n\n\n\n<p><a href=\"https:\/\/www.linkedin.com\/pulse\/route-smarter-harder-call-queue-priorities-teams-phone-zach-bennett-pev4e\/\" target=\"_blank\">View the article on LinkedIn<\/a> to comment.<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>A new feature has hit Microsoft Teams Phone! It&#8217;s the ability to set call priorities within your call queues. If you\u2019re managing multiple queues or juggling different types of incoming&#8230;<\/p>\n","protected":false},"author":51,"featured_media":126125,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[7315],"tags":[7342,3776,7340,7341],"class_list":["post-126103","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-from-our-mvp","tag-ccall-queue-priorities","tag-microsoft-teams","tag-mvp","tag-teams-phone"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.2 (Yoast SEO v25.2) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Route Smarter, not Harder! 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