Call Priority is the newest feature to land for Teams Phone and is available across Calling Plans, Operator Connect and Direct Routing. While it may appear simple at first glance, the feature offers more depth than expected and it enhances Microsoft’s native contact center capabilities within Teams.
What is Call Priority in Microsoft Teams Phone?
Call Priority is a feature in Microsoft Teams Phone that helps make sure the most important calls get answered first. Call Priority allows administrators to control how calls are routed within a queue by assigning priority levels. This ensures that urgent calls are answered first while others wait until an agent becomes available, helping teams manage their time better and ensuring that critical calls don’t get stuck waiting behind less urgent ones.
There are five priority levels:
- Very high
- High
- Normal (default)
- Low
- Very low
Think of it like a fast-track lane for phone calls. If a customer is calling about a serious issue, that call can be marked as “very high” priority and will be routed to an available agent before others. Meanwhile, general inquiries or routine calls can be placed in a lower-priority queue.
This is especially useful for businesses that handle a high volume of calls or have different types of callers, such as VIP clients, internal teams, or general public inquiries. It helps make sure the right people get through at the right time.
Call Priority can be deployed in three ways:
1. Based on the dialed number
In this setup, priority is assigned to the call queue’s resource account, which also holds the phone number. However, this method does not support auto attendants, meaning features like time-based routing and holiday schedules are unavailable.
2. Through Auto Attendant options
This is likely the most common approach for businesses. It allows for greater flexibility and retains the benefits of auto attendants.
3. When forwarding calls to a Call Queue
Calls may reach a queue directly, via an auto attendant, or through call forwarding. In the forwarding scenario, priority is assigned to the resource account linked to the queue.
Organizations can combine these methods to suit their needs. It’s important to monitor agent overlap across call flows. If an agent is part of multiple queues with the same priority level, the system will route the call that has been waiting the longest. In rare cases, exception handling settings may need adjustment.
Benefits of Call Priority in Microsoft Teams Phone
Here are a few key advantages of using Call Priority:
- Improved customer experience: Urgent calls are answered faster, which can improve satisfaction and reduce frustration.
- Smarter call handling: Teams can focus on what matters most, without being overwhelmed by less critical calls.
- More efficient workflows: Agents spend less time juggling calls and more time resolving issues.
- Customizable setup: Businesses can tailor call flows to match their needs, whether that’s routing VIPs first or managing different departments.
How to configure Call Priority in Microsoft Teams Phone
Setting up Call Priority doesn’t require a deep dive into technical tools, though it does involve a bit of behind-the-scenes configuration by your IT or Teams admin.
Here’s a simplified version:
- Call Priority is applied to the parts of Teams that handle incoming calls, such as call queues and auto attendants.
- Your admin can assign a priority level to each type of call, depending on how it enters the system (for example, through a specific phone number, menu option, or transfer).
- Once set up, Teams will automatically route calls based on their assigned priority, making sure the most important ones are handled first.
It’s worth noting that if any changes are made through the Teams admin interface, the priority settings might reset, so it’s best to let your IT team manage this part carefully.
Licensing requirements in Microsoft Teams Phone
Call Priority is included with the Teams Phone Standard license and does not require Teams Premium. However, premium licenses offer access to more advanced features.
Considerations and potential issues with Call Priority in Microsoft Teams Phone
Several factors should be considered when implementing Call Priority:
- Conflicting priority levels between auto attendants and call queue resource accounts may require testing to determine behavior.
- Agents do not receive notifications about Call Priority levels. While this may not be a concern, it’s worth noting.
- Call Priority is not currently reflected in call reports, which could limit visibility into queue performance.
- To avoid long wait times for lower-priority callers, organizations should consider using additional Teams Phone features such as exception handling or call-back options.
Final thoughts: Call Priority in Microsoft Teams Phone
Call Priority adds valuable control to Teams Phone, helping organizations ensure that critical calls are handled promptly. With thoughtful configuration and ongoing management, this feature can improve customer experience and operational efficiency.
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