...

You can overcome this to some extent by turning down the Ratio on the Allocation that you know has older leads.

Call Scheduler

Some times you just need to break the prioritisation of leads. The Call Scheduler allows you to do this but there are consequences.

The Call Scheduler essentially resets the Callback dates of a block of leads.

The most common use of the Call Scheduler is when you run out of leads.

The call scheduler allows you to grab a block of callbacks which aren't yet due and drag them to 'now'. In doing so you reset all of the callback dates on these leads to 'now'.

The result is that any 'Last In/First Out' ordering is lost. After all, by moving the leads you have just told the system that you want to dial them now.

Lead Caches

Whilst not directly related to call prioritisation, the dialer's lead caches do affect when a lead gets dialed and to some extent the order a lead gets dialed in.

The dialer's Lead Caches will only affect order when you are using the Noojee API, or the trickle feed, to inject new leads into or update existing in the dialer.

The dialer uses the Cache to ensure consistent high performance. The cache is reloaded every 60 seconds or so and the dialer then operates out of the cache. When the cache is loaded it is loaded with the highest priority leads as per the discussions above. Essentially for the next 60 seconds the dialer ignores any new leads that are injected into the system. New leads will only considered for dialing when the cache next refreshes. 

Without going through the maths, this means that on average a new lead will wait 30 seconds to be dialed, but it can be as short as 1 second or as long as 60 seconds.