---
title: "Priorities in queues"
canonical: "https://help.telegra.de/space/TAK/9561593217987/Priorities%20in%20queues"
format: markdown
---
Within each queue created, calls can be prioritized individually. The priorities are created and saved in categories according to need, and their rating can be changed at any time.

> ℹ️ If no priority rule has been assigned to a queue, the longest waiting time of the calls is automatically taken into account.

The following call prioritization features are available:

- Called service number
- Called hotline
- Called number

For service numbers and call numbers, subsets, i.e. number ranges, can be specified (e.g. "01" for all callers from mobile phones or "0800" for free-of-charge numbers).

![image-20240124-105857.png](media://3697ed69-43a3-4eea-86ca-6cd0e6327ceb)

Additionally, phone number lists can be stored via CSV or API (regarding the use of telegra ACD API's please contact your personal support person or simply use our API descriptions at [https://www.telegra.de/acd-api-dokumentation/](https://www.telegra.de/acd-api-dokumentation/) ).

Priorities are composed as follows:

- **Step 1:** Define the number of different levels. The priority levels can be named freely.

![Define the different priority levels of your queue](media://33689583-c111-4493-bbf1-43d1a872c893)

- **Step 2:** Click on "Add" and choose between "Call number", "Service number" or "Hotline".

![Define the priority level type of the queue](media://c1afa573-1f67-481a-a676-14040b74e4c5)


- **Step 3:** In this example, "Service number" has been selected. You will now get an input mask to define phone numbers or a subrange. You can do this manually or via CSV import:

![Add phone number for the priority rule](media://cdc22548-829d-4f4d-aa6e-41add61215c8)


- **Step 4:** Once you have saved the selection, you can assign a priority to this feature:

![Assign priority for this rule](media://6b3bde6b-8147-462a-9651-4c6945109c96)


- **Step 5:** You can now create additional rules or link them to each other. For example, you can define that a call via the 0800 lane from the mobile network (01) is given particularly high priority. In the example below, a call via the 0800 lane is also important, but not "very important".

![Create additional rules for your queue or link them together](media://ec92f808-7df1-44fb-838f-3856d02f717f)


- **Step 6: **Next, navigate to the desired queue. In the "Priority setting" field, select the desired rule:

![Navigate to your desired queue](media://cfb05759-7ff8-4a65-87d7-a50c2c712964)