In your job, you might need to handle urgent or critical situations with your phone. In the meantime, you can determine or identify the importance of the priority calls. Typically, priority calls have a higher priority than normal calls. The priority ranges from level 1 (lowest) to level 5 (highest). This system of priorities is called Multilevel Precedence and Preemption (MLPP).

Your administrator can set up the precedence levels that you can use, and determines whether you need to enter user credentials to use the feature.

When a priority call rings on your phone, you see a flag icon followed by a precedence level (1-5) on the incoming call screen or calls list. If you're already on a call, meanwhile your phone receives a high-priority call, the high-priority call will preempt your current call and you can hear a special preemption ringtone. In this situation, you should end your current call to answer the high-priority call.

You might be prompted to end the call if the line reaches the maximum number of calls. The default number is 2. If you want to change the maximum number of calls on a line, contact your administrator for support.

When you are making a priority call on your phone, you can see the notifications (flag icon + precedence level) of the priority call on the phone screen and hear the precedence ringback tone at the same time.

According to your administrator's configuration, a priority call can still ring your phone even though you turn on Do not disturb (DND).

When you are on a high-priority call, the priority of the call does not change when you:

  • Put the call on hold
  • Transfer the call
  • Add the call to a three-way conference
  • Use call pickup to answer the call
Table 1. MLPP precedence levels (from lowest to highest)
MLPP iconPrecedence level
MLPP icon and level 1 "Priority"Level 1—Priority
MLPP icon and level 2: ImmediateLevel 2—Immediate
MLPP icon and level 3: FlashLevel 3—Flash
MLPP icon and level 4: Flash overrideLevel 4—Flash override
MLPP icon and level 5: Executive overrideLevel 5—Executive override

Make a priority call

You can make a priority call that is specified with a precedence level. A priority call takes precedence over a normal call or a lower-priority call. When you make a priority call, the called party will be notified with a special message and a ringtone even though they are on an active call.

Before you begin

Your administrator has configured the priority call on the phone. If enabled, you can find the softkey PrecLevel (on 9841/9851/9861) or the icon Priority new call icon on 9871 (on 9871/8875) when you try to make a new call.

1

Pick up the handset.

For more information about how to make a call, see Make a call.
2

Locate and select the dedicated softkey or icon.

For 9841, 9851, and 9861 phones Select More (…) > PrecLevel.

Icon for 9871 and 8875 for common topics Tap Priority new call icon on 9871 that displays at the bottom right of the screen.

3

Select a precedence level for the call.

4

If you're prompted to enter the user ID and password on the authorization screen, enter your credentials and then select Submit.

Your administrator determines whether the user credentials are required for making a priority call. If you don't have the credentials, consult your administrator.
5

Enter the destination number or find the contact to make the priority call.

The precedence level icon (for example, MLPP icon and level 1 "Priority") displays next to the contact name. When you're making the priority call, you can hear the precedence ringback tone.

If you have multiple calls at the same time, the priority call is tagged with the precedence level icon on the calls list.

6

(Optional) In addition to using the dedicated softkey or icon on the phone screen, you can enter a series of digits to make a priority call directly.

Example: 931234

Where:

  • 9 is the outside line.
  • 3 is the precedence level of the priority call.
  • 1234 is the number that you want to call.

In this example, you make a priority call to the number 1234 with the precedence level 3 MLPP icon and level 3: Flash (Flash).

The digit pattern might vary in your environment. If you want to use the function on the phone, contact your administrator for support.

Answer a priority call

Do one of the following actions according to your situation:

  • If you receive an incoming call that displays a precedence level icon (for example, MLPP icon and level 1 "Priority") and you hear a special ring that is faster than usual, this means that you receive a priority call. In this case, select Answer to answer the priority call.
  • If you're on a call and you receive a priority call, you are prompted to end your current call and you hear a continuous tone. In this case, select End now to receive the priority call, and then select Answer to answer it.
  • If you're on a priority call and you receive another higher-priority call, you are prompted to end your current call and you hear a continuous tone. In this case, select End now to receive the higher-priority call, and then select Answer to answer it.
    If you put a lower-priority call on hold, and you receive a higher-priority call, you will directly receive the incoming call instead of the ending call notification.