Queues can be organised into queue groups, for the purposes of prioritising call routing and also for reporting purposes. See the UC and CONTACT Configuration Guide for instructions.
Queues and queue groups (and queues within queue groups) can be assigned a priority that determines which queue's calls are handled first when they are matched to overlapping groups of agents. Any queues not provided with a queue priority setting will be given by default a lower priority than any queues that have been given a queue priority setting.
Where calls are matched to overlapping groups of agents servicing only queues for which no queue prioritisation rules have been set, the system will always prioritise the caller who has been waiting the longest.