Each split can have two queues: normal and priority. A split always has a normal queue but you can assign a priority queue to a split. ACD distributes all calls to the priority queue, if one exists. ACD distributes calls to the normal queue only after the priority queue is empty.

You can assign priority queuing in the Class of Restriction (COR) that is associated with the split extension number. You can also assign a split priority queuing on Intraflow, which means that calls to that split, if rerouted to another local split, enter the priority queue of the destination split.