{"id":10890,"date":"2025-06-04T23:40:27","date_gmt":"2025-06-05T04:40:27","guid":{"rendered":"https:\/\/johndeletre.blog\/2025\/06\/app-priority-in-teams\/"},"modified":"2025-06-05T15:08:27","modified_gmt":"2025-06-05T20:08:27","slug":"app-priority-in-teams","status":"publish","type":"post","link":"https:\/\/johndeletre.blog\/en\/2025\/06\/app-priority-in-teams\/","title":{"rendered":"Call priority in Teams"},"content":{"rendered":"<div id=\"bsf_rt_marker\"><\/div>\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"10890\" class=\"elementor elementor-10890 elementor-10877\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b81445b e-flex e-con-boxed e-con e-parent\" data-id=\"b81445b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b2f2d36 elementor-widget elementor-widget-text-editor\" data-id=\"b2f2d36\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Efficient call management in the enterprise is essential for smooth communication and optimal customer service. Microsoft Teams has just rolled out a new feature that assigns <strong>priorities to calls in queues<\/strong>, ensuring more strategic handling of requests. In this article, we&#8217;ll explore this new feature and its benefits for businesses.  <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6c1492f elementor-widget elementor-widget-image\" data-id=\"6c1492f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/johndeletre.blog\/wp-content\/uploads\/2025\/05\/Queue-Priority.png\" data-elementor-open-lightbox=\"yes\" data-e-action-hash=\"#elementor-action%3Aaction%3Dlightbox%26settings%3DeyJpZCI6MTA4ODYsInVybCI6Imh0dHBzOlwvXC9qb2huZGVsZXRyZS5ibG9nXC93cC1jb250ZW50XC91cGxvYWRzXC8yMDI1XC8wNVwvUXVldWUtUHJpb3JpdHkucG5nIn0%3D\">\n\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1280\" height=\"720\" src=\"https:\/\/johndeletre.blog\/wp-content\/uploads\/2025\/05\/Queue-Priority.png\" class=\"attachment-full size-full wp-image-10886\" alt=\"\" srcset=\"https:\/\/johndeletre.blog\/wp-content\/uploads\/2025\/05\/Queue-Priority.png 1280w, https:\/\/johndeletre.blog\/wp-content\/uploads\/2025\/05\/Queue-Priority-300x169.png 300w, https:\/\/johndeletre.blog\/wp-content\/uploads\/2025\/05\/Queue-Priority-1024x576.png 1024w, https:\/\/johndeletre.blog\/wp-content\/uploads\/2025\/05\/Queue-Priority-768x432.png 768w\" sizes=\"(max-width: 1280px) 100vw, 1280px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8b2914a elementor-widget elementor-widget-text-editor\" data-id=\"8b2914a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h4>\ud83c\udfc6 Prioritize calls for greater efficiency<\/h4><p>With this new feature, Teams administrators can now configure a <strong>system of priorities<\/strong> within queues. This means that calls will no longer be handled in order of arrival only, but according to their importance. <\/p><p>Calls are ranked on a scale of 1 to 5:<\/p><ol><li><strong>\ud83d\udfe2Very High Priority<\/strong> <\/li><li><strong>\ud83d\udd35High Priority<\/strong> <\/li><li><strong>\u26aa\ufe0fPriority Normal (default)<\/strong> <\/li><li><strong>\ud83d\udfe0Low priority<\/strong><\/li><li><strong>\ud83d\udd34Very Low Priority<\/strong> <\/li><\/ol><p>When agents become available, they receive the call <strong>with the highest priority<\/strong> and the longest waiting time first.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-02a252d elementor-widget elementor-widget-text-editor\" data-id=\"02a252d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h4>\ud83d\udcde Practical use cases<\/h4><p>This feature is particularly useful in a number of scenarios, such as :<\/p><ol><li><strong>Technical support <\/strong>: A company offering different subscription levels can ensure that premium customers receive prompt assistance.<\/li><li><strong>Emergency services<\/strong>: Calls requiring an immediate response can be given top priority.<\/li><li><strong>Complex queue management<\/strong>: When a call is transferred by an automated assistant, it can retain its initial priority level, ensuring continuity in processing.<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fc6188f elementor-widget elementor-widget-text-editor\" data-id=\"fc6188f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h4>\ud83d\udee0 Example 24\/7 Support<\/h4><p>Let&#8217;s imagine the scenario of a <strong>24\/7<\/strong> IT technical support center. It can use call priorities to ensure that urgent requests are dealt with quickly, without disrupting the flow of other calls. <\/p><p><strong>Setting the scene :<\/strong><\/p><p>Imagine a SaaS company offering technical support to its subscription-based customers.<\/p><ul><li><strong>Premium customers<\/strong> benefit from high priority (e.g. level 1 or 2).<\/li><li><strong>Standard customers<\/strong> have normal priority (level 3).<\/li><li><strong>Non-urgent requests<\/strong> such as queries can be given low priority (level 4 or 5).<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-24877d1 elementor-widget elementor-widget-text-editor\" data-id=\"24877d1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h4>\ud83d\udd27 Configuration via PowerShell<\/h4><p>Currently, call prioritization must be configured via <strong>PowerShell<\/strong>. It&#8217;s important to note that any modification made in the Teams Administration Center <strong>resets the priority configuration<\/strong>, which means that all future modifications must be managed exclusively via PowerShell. <\/p><p>\ud83d\udca1 <strong>To remember<\/strong>:<\/p><ul><li>Agents handle calls according to priority, not waiting time.<\/li><li>Users receive no indication of call priority.<\/li><li>It is advisable to keep the most extreme priority levels available for more flexible management.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9417b25 elementor-widget elementor-widget-text-editor\" data-id=\"9417b25\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h4>\ud83c\udfc1 Conclusion<\/h4><p>Thanks to the implementation of <strong>call priorities<\/strong> in Microsoft Teams, companies can now optimize the management of their communications and guarantee a <strong>more responsive and structured service<\/strong>. Better call organization improves team efficiency and ensures a smooth, frustration-free user experience. <\/p><p>\ud83c\udfacAs soon as I have a bit of time, I&#8217;ll put together a short YouTube video to show you how to configure everything with PowerShell.<\/p><h4>\ud83d\udd0dSource<\/h4><ul><li><a href=\"https:\/\/learn.microsoft.com\/en-us\/microsoftteams\/aa-cq-call-priorities\" target=\"_blank\" rel=\"noopener\">Microsoft | Learn | Call priority configuration  <\/a><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Efficient call management in the enterprise is essential for smooth communication and optimal customer service. Microsoft Teams has just rolled&hellip;<\/p>\n","protected":false},"author":1,"featured_media":10886,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_coblocks_attr":"","_coblocks_dimensions":"","_coblocks_responsive_height":"","_coblocks_accordion_ie_support":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[46],"tags":[214,213],"class_list":["post-10890","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-microsoft-teams-en","tag-queue","tag-standard-automatic"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Call priority in Teams &#062; JD. 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