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Edit Prioritized Call Queues

Storable CRM

You can edit prioritized call queues to keep your call system running smoothly.

Quick Start:

  1. Open Settings > Contact Center Configuration > Queues in Storable CRM.

  2. Select the queue you want to edit and review its agents and priorities.

  3. Save the queue and confirm the Queue status is Activated.

You must have Agent Queue Prioritization enabled for your account to use this feature. If it is not available, contact your Storable representative.

Queues created before Agent Prioritization was enabled cannot be prioritized. To prioritize those queues, create a new one and assign the same agents to it. For details, see Add Agent Prioritization to an Existing Queue.


Access call queues

  1. Go to Settings to access all administrative configuration options.

  1. Select Contact Center Configuration to open all Contact Center (Contact Connect) settings.

  1. Click Queues. The Configure Contact Center screen opens by default, showing your list of call queues.

  2. If you need to create a new queue rather than edit an existing one, see how to create a call queue.

Select a queue to edit

  1. On the Queues list, find the queue you want to change.

  2. Review the Prioritized column to see which queues already have Agent Prioritization enabled.

  3. Click Edit for the queue you want to modify. The Edit Queue window opens.

Configure basic queue settings

  1. Queue status – Review the current activation state of the queue:

    1. Activated: All changes are saved and currently applied.

    2. Activation in Progress: Changes are still being applied. You cannot make additional edits until activation finishes.

    3. Activation Failed: An error occurred while saving. You will need to retry saving your changes.

  2. Queue name – Update the queue name to clearly describe the type of calls or team (for example, “Sales – Spanish” or “Support – Tier 2”). Ensure that the name:

    1. Only includes letters and numbers.

    2. Is unique (does not match any previously used queue name).

    3. Is not left blank.

  3. Hold Music – Choose how callers are handled while they wait:

    1. If you have previously uploaded hold music, select it from the dropdown.

    2. To use new audio, upload a new music file.

  4. Notify Caller of Queue Status – Replace hold music with a repeating voice announcement that informs the caller of their current position in the queue.

Manage agents in the queue and set agent priorities

  1. Use Agents in Queue to manage membership:

    1. Add new agents to the queue.

    2. Remove agents who should no longer receive calls for this queue.

    3. Review the list to confirm that everyone assigned still aligns with the queue’s purpose (for example, language, skill, or team).

  1. For each agent in the queue, assign an Agent Priority number:

    1. 1 = highest priority (these agents receive calls first).

    2. 5 = lowest priority (these agents receive calls after higher-priority agents are unavailable).

  2. Use lower numbers for your most experienced or specialized agents, so callers are routed to them first.

  3. Ensure all agents in the queue have an appropriate priority value to avoid unexpected routing.

Save and verify the queue

Click Save to apply your updates to the queue. The button is enabled once you make changes.

After saving, confirm the Queue status shows Activated. If it shows Activation in Progress, wait for activation to complete before making further edits.

If the status shows Activation Failed, an error prevented your changes from being saved. Click Retry. If the issue persists, cancel from the queue, check your configuration, and try saving again, or contact support.

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