In RingCX, voice queues cannot be globally configured to take priority over digital queues (email, chat, SMS). Currently, the only way to allow phone calls to break through is to configure agents for concurrent voice and digital interactions. This forces digital interactions to compete directly with calls and requires administrators to set strict digital concurrency limits (often set to 1), which is not ideal.

Current Behavior

Digital interactions received after hours queue up.

When agents log in, these digital interactions are delivered first-in, first-out before live phone calls.

Phone calls wait in queue until digital interactions have been cleared, unless the agent is set to take concurrent voice and digital interactions.

Workaround: Allow concurrent digital and voice interactions at the agent level, and restrict digital concurrency to 1.

Desired Behavior

Provide a global queue setting that ensures voice interactions always take priority over digital interactions.

When an agent is available, any waiting phone call should be routed first—even if digital interactions are already queued.

Digital interactions should continue to be delivered only when no voice calls are waiting.

Use Case Example

Overnight, 50 chats/emails arrive.

At 9:00 AM, agents log in.

Under the current model, those 50 digital items are delivered before new phone calls.

With the proposed change, live calls would immediately take priority when agents become available, while digital items wait until calls are cleared.

Benefits

Improves member experience by minimizing wait times for live callers.

Aligns system behavior with industry standard expectations (real-time > asynchronous).

Simplifies admin setup by eliminating dependency on concurrent interaction workarounds.

Reduces the risk of agents being overwhelmed by digital queues while live calls are on hold.