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Configuring Numbers: Priority lines

Overview

The Priority Line feature allows you to prioritize inbound calls to specific Aircall numbers over others. This is useful for emergency lines, VIP lines, or any numbers that require faster call handling.

To enable and manage this feature, you must be an Aircall Admin user.

How to enable priority lines

Follow these steps to activate the Priority Line feature on an Aircall number.

Steps:

  1. Go to Aircall Dashboard > Numbers.
  2. Select the phone number you want to configure. You can also search for the number using the search bar on the right side of the screen.
  3. Open the Settings tab.
  4. Under Call distribution options, locate Priority.
  5. Use the toggle to enable or disable the Priority Line feature.
Image showing where to find the priority line feature for number configuration

How the priority line feature works

Aircall routes inbound calls using a first-in, first-out model by default.

When the Priority Line feature is enabled on a number, calls to that number are moved to the top of the call queue. This means they are dispatched before calls to non-priority lines when an agent becomes available.

NOTE:
Calls to priority lines are always prioritized over non-priority lines.
If multiple priority lines have waiting calls, they are still routed on a first-in, first-out basis.

Examples

Example 1

An agent is currently on a call and is assigned to Line A and Line B:

  • Line A has Priority Line enabled.
  • Line B does not have Priority Line enabled.

A call comes into Line B first, followed by a call to Line A.

When the agent becomes available, they receive the call to Line A, because it is treated as a priority line.

Example 2

An agent is currently on a call and is assigned to Line A, Line B, and Line C:

  • Line A and Line B have Priority Line enabled.
  • Line C does not have Priority Line enabled.

Calls arrive in the following order:

  1. Line C
  2. Line B
  3. Line A

When the agent becomes available, the call to Line B rings first. Although Line A and Line B are both priority lines, Line B’s call arrived earlier, so it is routed first based on first-in, first-out logic.

IMPORTANT:
The Priority Line feature only determines which call rings to a user next.
If a call on a non-priority line is already ringing to a user, it will not stop ringing if a call to a priority line comes in afterward.

Additional resources

To better understand how Priority Lines fit into your overall setup, see the following articles:

Jordan W.