Genesys Cloud - Developer Community!

Is there a trigger or automated process that can identify a number and bump it to front of the line, if possible even interrupt a call?

#Uncategorized

------------------------------
AndrewSaltonstall
Pensacola Christian College, Inc.
------------------------------

Hi Andrew,

Identifying a number and bumping it to the top of the queue should be pretty easy.
Assuming we are talking about calls that come through a Call Flow and are then routed to a queue, when you send a call to a queue you also define a priority (by default it's 0).

1) So all you have to do is check who is calling through a system variable called "Call.Ani" (You can check this and any other system variables here: Architect built-in variables View summary - Genesys Cloud Resource Center).

2) When you identify that this is a customer that you want to bump to the top of the queue, you just increase the priority on the "Transfer to ACD" component on the Call Flow. Now regarding how priority works, you can take a look here: Set up a Transfer to ACD action View summary - Genesys Cloud Resource Center.

But basically every "X" priority is the equivalent of that in minutes that the customer would be bumped on the queue... So let's say you give the call a priority of "10".. That means this caller is bumped 10 minutes on the queue (so anyone that is on queue for less than 10 minutes, is now behind this person... But if someone was on the queue for 11 minutes they will still be at the top)... So you can just use a big number if you want to always put it at the top (let's say 10000).

There are other ways to prioritize as well, but this is the default.

-----------

Now, regarding your second question..
You're going to have to specify a bit more on what you mean by "interrupting a call".

Do you mean dropping a call that an agent is already on with a customer and sending the priority call to that agent?

I can only assume you don't mean that, because that seems very odd haha... But I also don't know what else you could mean... Can you clarify?

------------------------------
Marcello Jabur

Original Message:
Sent: 02-10-2026 16:36
From: Andrew Saltonstall
Subject: Priority routing

Is there a trigger or automated process that can identify a number and bump it to front of the line, if possible even interrupt a call?

#Uncategorized

------------------------------
AndrewSaltonstall
Pensacola Christian College, Inc.
------------------------------

No this wouldnt be in a call center application. We certainly wouldnt want to drop a call to pick up anothe. We are in the middle of migrating our entire campus to Genesys and are looking to move our executive offices over. The secretaries currently have the ability to see if a call from the executives is coming in regardless if they are on the phone or not. This allows them to wrap up the call and answer the call from the executives. Where it gets interesting is because there is a pool of secretaries that answer these calls they all need the ability to see if a call from the executives is coming in, even if they are on the phone. So i guess the ask is can a call from one queue(Office of the President ) take priority over any other interactions(ACD/Non-ACD)and be presented to the user?

Hi Andrew,

Identifying a number and bumping it to the top of the queue should be pretty easy.
Assuming we are talking about calls that come through a Call Flow and are then routed to a queue, when you send a call to a queue you also define a priority (by default it's 0).

1) So all you have to do is check who is calling through a system variable called "Call.Ani" (You can check this and any other system variables here: Architect built-in variables View summary - Genesys Cloud Resource Center).

2) When you identify that this is a customer that you want to bump to the top of the queue, you just increase the priority on the "Transfer to ACD" component on the Call Flow. Now regarding how priority works, you can take a look here: Set up a Transfer to ACD action View summary - Genesys Cloud Resource Center.

But basically every "X" priority is the equivalent of that in minutes that the customer would be bumped on the queue... So let's say you give the call a priority of "10".. That means this caller is bumped 10 minutes on the queue (so anyone that is on queue for less than 10 minutes, is now behind this person... But if someone was on the queue for 11 minutes they will still be at the top)... So you can just use a big number if you want to always put it at the top (let's say 10000).

There are other ways to prioritize as well, but this is the default.

-----------

Now, regarding your second question..
You're going to have to specify a bit more on what you mean by "interrupting a call".

Do you mean dropping a call that an agent is already on with a customer and sending the priority call to that agent?

I can only assume you don't mean that, because that seems very odd haha... But I also don't know what else you could mean... Can you clarify?

------------------------------
Marcello Jabur

Original Message:
Sent: 02-10-2026 16:36
From: Andrew Saltonstall
Subject: Priority routing

Is there a trigger or automated process that can identify a number and bump it to front of the line, if possible even interrupt a call?

#Uncategorized

------------------------------
AndrewSaltonstall
Pensacola Christian College, Inc.
------------------------------

You would have to test it a little Andrew, but I believe you can achieve what you want.

If the secretaries are already in a Non-ACD call, I believe the ACD call is still routed to them by default (which is what you need). But that can be changed by setting up Utilization, so you might need to check your organization and see how utilization is currently set up.

You can find more information about this here: Agent utilization View summary - Genesys Cloud Resource Center

Some of the information you can find in the link above is:

• The system does not include non-ACD calls in the overall ACD utilization count because they are considered internal, not ACD calls.
• To prevent agents from being alerted for any incoming ACD interactions when they are currently involved in a non-ACD interaction, do the following: (followed by the instructions)

Now, if they are already in an ACD call, that seems a little more complicated, but I guess you can also achieve that using utilization (allowing more than 1 voice interaction at once).. but that would also route 2 "normal" calls to that person (2 non-priority calls).

Also, I have never set up an organization to receive more than 1 voice interaction at once, so I'm not sure if there could be issues (I can see an old thread here discussing some possible issues: Handle several or multiple ACD calls | Genesys Cloud - Main)

----------

Finally, I believe you can also try to work with Utilization Labels (Overview of utilization labels View summary - Genesys Cloud Resource Center)

That's also something that I haven't used yet, so I don't have experience with it.. but as far as I know it allows you to go a little deeper with the utilization setup.

I think you could try to do something like this:

• Create 2 labels for your voice interactions.
• 1 label would be something like: "normal priority"
• And the second label something like: "high priority"
• Now you would configure your utilization in a way that users can take up to 2 voice interactions, but those are limited by the labels.
• If the user already has a "high priority" label call, he doesn't get a second call, and in this way he is limited to that priority call.
• But if the user is on a "normal priority" label call, he can get a second call (but only if it's a "high priority" label call).
• In this way the user is limited to only 1 normal + 1 high... or 1 high if that is received first

------------

Also, with this setup, it's not your whole pool of secretaries that will be seeing that call coming in on the queue at once.. It would be just the one that the ACD logic is trying to currently route to (usually the one that is idle the longest or something like that).

If you want all of them being aware of that call at once, they can check that on one of the Analytics Views ("My Queues Activity" I believe), in there they can keep track of what is currently happening in that queue, and they would see that there is a call waiting in there with XXXX priority, and any of them can take that call manually if they want (Manually assign waiting interactions View summary - Genesys Cloud Resource Center).

Hope any of that helps!

No this wouldnt be in a call center application. We certainly wouldnt want to drop a call to pick up anothe. We are in the middle of migrating our entire campus to Genesys and are looking to move our executive offices over. The secretaries currently have the ability to see if a call from the executives is coming in regardless if they are on the phone or not. This allows them to wrap up the call and answer the call from the executives. Where it gets interesting is because there is a pool of secretaries that answer these calls they all need the ability to see if a call from the executives is coming in, even if they are on the phone. So i guess the ask is can a call from one queue(Office of the President ) take priority over any other interactions(ACD/Non-ACD)and be presented to the user?

Hi Andrew,

Identifying a number and bumping it to the top of the queue should be pretty easy.
Assuming we are talking about calls that come through a Call Flow and are then routed to a queue, when you send a call to a queue you also define a priority (by default it's 0).

1) So all you have to do is check who is calling through a system variable called "Call.Ani" (You can check this and any other system variables here: Architect built-in variables View summary - Genesys Cloud Resource Center).

2) When you identify that this is a customer that you want to bump to the top of the queue, you just increase the priority on the "Transfer to ACD" component on the Call Flow. Now regarding how priority works, you can take a look here: Set up a Transfer to ACD action View summary - Genesys Cloud Resource Center.

But basically every "X" priority is the equivalent of that in minutes that the customer would be bumped on the queue... So let's say you give the call a priority of "10".. That means this caller is bumped 10 minutes on the queue (so anyone that is on queue for less than 10 minutes, is now behind this person... But if someone was on the queue for 11 minutes they will still be at the top)... So you can just use a big number if you want to always put it at the top (let's say 10000).

There are other ways to prioritize as well, but this is the default.

-----------

Now, regarding your second question..
You're going to have to specify a bit more on what you mean by "interrupting a call".

Do you mean dropping a call that an agent is already on with a customer and sending the priority call to that agent?

I can only assume you don't mean that, because that seems very odd haha... But I also don't know what else you could mean... Can you clarify?

------------------------------
Marcello Jabur

Original Message:
Sent: 02-10-2026 16:36
From: Andrew Saltonstall
Subject: Priority routing

Is there a trigger or automated process that can identify a number and bump it to front of the line, if possible even interrupt a call?

#Uncategorized

------------------------------
AndrewSaltonstall
Pensacola Christian College, Inc.
------------------------------

Is there a trigger or automated process that can identify a number and bump it to front of the line, if possible even interrupt a call?

#Uncategorized

------------------------------
AndrewSaltonstall
Pensacola Christian College, Inc.
------------------------------

Is there a trigger or automated process that can identify a number and bump it to front of the line, if possible even interrupt a call?

Hi Andrew,

Just to add to Brian's suggestion, another approach is to store the desired priority value directly in the Data Table and map that output to Flow.Priority before the Transfer to ACD step.

That way, the priority is fully data-driven and can be adjusted centrally without modifying the Architect flow. You simply look up the ANI, return the priority value from the table, assign it to Flow.Priority, and then route.

You can also return additional attributes (like Executive name or a VIP flag) and surface those in the Script for visibility.

One small but important detail ensure the phone numbers in the Data Table match the ANI format passed by Genesys (typically E.164 such as tel:+6123456789), otherwise the lookup won't match correctly.

Regards,

Phaneendra

Is there a trigger or automated process that can identify a number and bump it to front of the line, if possible even interrupt a call?