Campaign Priority — User Guide

Overview

Campaign priority controls how outbound dial lines are shared when multiple CX_Voice campaigns run at the same time on one tenant.

All campaigns share one tenant-wide line pool (set by Max Concurrent Calls in tenant dialer settings). Priority decides each campaign’s fair share of that pool each Governor cycle.

Important: Priority applies only to CX_Voice campaigns. Non_CX_Voice campaigns are not part of this shared line pool.

Where to set campaign priority

Unified Admin (recommended)

Open Unified Admin → Campaigns
Create a new campaign or Edit an existing one
Set Campaign type to CX_Voice
The Priority field appears next to campaign type
Enter a value from 1 to 10
Save the campaign

The Priority field is only visible for CX_Voice campaigns.

When it takes effect

Priority is used when the campaign is:

Published
Within its schedule (time window, active days, date range — if configured)
CX_Voice type

Changes to priority apply on the next Governor cycle (no redeploy needed).

Priority values

Setting	Allowed range	Meaning
Priority	1 – 10	Higher number = larger share of dial lines
Default	5	Shown when creating/editing if no value exists

How to read the scale

Priority	Typical use
1 – 3	Low importance / background campaigns
4 – 6	Normal campaigns
7 – 10	High importance / urgent campaigns

Priority is a weight, not a fixed number of lines. Actual lines depend on total pool size and how many campaigns are active.

What priority does not control

Non_CX_Voice campaigns — not in the shared line pool
Total lines available — set at tenant level (maxConcurrentCalls)
Exact dial count every cycle — also depends on pending contacts
Agent assignment — priority is on the campaign, not individual agents

Step 1 — Tenant line pool

Each tenant has a maximum number of concurrent outbound lines (e.g. 15 lines).
All active CX_Voice campaigns share this pool.

Step 2 — Which campaigns compete

Each Governor cycle includes campaigns that are:

Published
CX_Voice
Within schedule
Have pending contacts ready to dial
Have priority > 0

The system splits the full line pool by priority weight.

Basic idea:

Campaign share ≈ (Campaign priority ÷ Sum of all active priorities) × Total lines

Example — 3 campaigns, 15 lines available

Campaign	Priority	Pending contacts	Allocated lines
Campaign A	5	100	8
Campaign B	3	100	4
Campaign C	2	100	3
Total	10		15

Higher priority gets more lines, but lower-priority campaigns still receive a share.

Step 4 — Pending contacts cap

A campaign never gets more lines than it has contacts ready to dial.

Example — Campaign A only has 2 contacts left

Campaign	Priority	Pending	Allocated
A	5	2	2 (capped)
B	3	100	8
C	2	100	5

A’s unused share is reallocated to other campaigns.

Step 5 — When lines are scarce

If many campaigns run with few lines, the system:

Gives each campaign a proportional whole-number share
Ensures no campaign gets zero if it has pending contacts and lines remain (zero-slot relief)
Gives leftover lines to highest priority first; ties go to campaigns with fewer pending contacts

Example — 4 campaigns, only 3 lines

Campaign	Priority	Lines received
A (priority 4)	4	1
B (priority 3)	3	1
C (priority 2)	2	1
D (priority 1)	1	0

Even in scarcity, higher priority is favored — but not always guaranteed all lines.

Key behaviors to remember

1. Priority is a weight, not a queue

A priority 2 campaign can still dial while a priority 7 campaign is active. It just gets a smaller share.

2. More campaigns = smaller shares for everyone

Adding campaigns reduces each one’s slice unless the tenant line pool is increased.

3. No pending contacts = no allocation

If a campaign has 0 eligible contacts, it gets 0 lines that cycle regardless of priority.

4. Pool full = wait for lines to free

When all lines are in use, new grants wait until calls end and lines are freed.

5. Priority can be changed anytime

Edit the campaign in Unified Admin and update Priority. The new value applies on the next Governor cycle.

Practical setup examples

Two campaigns, equal importance

Campaign A: Priority 5
Campaign B: Priority 5
→ Roughly 50/50 split (subject to pending contacts and line availability)

One urgent, one normal

Urgent campaign: Priority 9
Normal campaign: Priority 3
→ Urgent gets ~75%, normal ~25% of the pool

One main campaign + low-priority overflow

Main: Priority 8
Overflow: Priority 2
→ Main gets most lines; overflow still gets some when capacity allows

Setting	Where	Role
Campaign Priority	Unified Admin → Campaign (CX_Voice)	Share of line pool
Max Concurrent Calls	Tenant / CX dialer config	Total line pool size
Campaign schedule	Unified Admin → Campaign scheduling	Must be in schedule to receive lines
Publish status	Unified Admin → Campaign	Must be Published to participate

Quick FAQ

Q: I set priority to 10 but the campaign only gets 1 line.
A: Likely causes: very few pending contacts, tenant pool is small, many other campaigns are active, or all lines are already in use.

Q: Does Non_CX_Voice use priority?
A: No. Priority and shared line allocation apply only to CX_Voice.

Q: Can I set priority to 0?
A: No. Valid range is 1–10. Priority 0 would exclude the campaign from allocation.

Q: When does a priority change apply?
A: On the next Governor cycle after saving the campaign.

Q: Is priority per campaign or per agent?
A: Per campaign. All agents/contacts under that campaign share its allocated line budget.

Summary

Item	Detail
Who uses it	CX_Voice campaigns only
Where to set	Unified Admin → Create/Edit Campaign → Priority
Valid values	1 (lowest) to 10 (highest)
What it controls	Share of tenant dial lines among active campaigns
Model	Leveraged Share — proportional by priority, capped by pending contacts
Pool limit	Tenant max concurrent calls