VICIdial Queue Priority: Complete Optimization Guide

Quick Reference

Setting Name

queue_priority

Default Value

0

Recommended

1-9 per queue importance

Impact Level

Medium

Location in VICIdial

Admin > In-Groups > [Group] > Queue Settings

What Queue Priority Does

Determines the priority of calls in this inbound queue relative to calls in other queues when multiple queues share the same agent pool. Calls in higher-priority queues are answered before lower-priority ones, regardless of wait time.

Center Size Recommended Value Notes
10–25 Agents 1-9 per queue importance Start conservative, monitor for 48 hours before adjusting
25–100 Agents 1-9 per queue importance Scale gradually — larger operations amplify effects of misconfiguration
100–500 Agents 1-9 per queue importance Consult ViciStack optimization team for enterprise-scale tuning

How to Change This Setting

  1. 1 Navigate to Admin > In-Groups
  2. 2 Select inbound group
  3. 3 Find Queue Priority field
  4. 4 Enter 0-9 (9 = highest priority)
  5. 5 Set priorities consistently across all related in-groups
  6. 6 Submit

Common Problems

Priority 9 for all queues means no actual prioritization occurs

Not accounting for queue priority leads to important callbacks waiting behind lower-value calls

Must be configured on all queues sharing the same agent group to be effective

campaign_allow_inbound Campaign Allow Inbound Campaign closer_campaigns Closer Campaigns Campaign inbound_queue_priority Inbound Queue Priority Campaign no_agent_no_queue No Agent No Queue Campaign

ViciStack Module

How ViciStack Optimizes Queue Priority

ViciStack's Dialer Tuning & Auto-Configuration module automatically monitors and optimizes queue_priority based on real-time performance data from your operation. Instead of manual tuning, ViciStack continuously analyzes call outcomes, agent performance, and contact rates to recommend and implement optimal values — often catching configuration drift before it affects your numbers.

Learn About Dialer Tuning & Auto-Configuration →

Frequently Asked Questions

What does queue_priority do in VICIdial? +
Determines the priority of calls in this inbound queue relative to calls in other queues when multiple queues share the same agent pool. Calls in higher-priority queues are answered before lower-priority ones, regardless of wait time.
What is the recommended value for queue_priority? +
The recommended range for queue_priority is 1-9 per queue importance. The out-of-box default is 0. Note that optimal values vary by operation size, campaign type, and carrier — use ViciStack's automated tuning to find your exact optimal configuration.
Can ViciStack automatically optimize queue_priority for me? +
Yes. ViciStack's Dialer Tuning & Auto-Configuration module monitors queue_priority continuously and alerts you when the value drifts outside optimal range. On qualifying plans, ViciStack can automatically adjust this setting based on real-time performance data — no manual intervention required.

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