The answer is yes.

When inbound calls coming, the priority for new contacts is 5 by default. Lower values raise the priority of the contact. For example, a contact assigned a priority of 1 is routed first. You can use the Change routing priority/age block to raise or lower the priority of a contact in a queue. Using this block, there are two ways you can raise or lower a customer’s priority:

1. Assign them a new priority value, such as 1, to raise their priority.
2. Or, increase the routing age of the contact. Customers who are queued longer are routed first, when all contacts have the same queue priority value (such as 5).

Similarly you can use the Change routing priority/age block to raise or lower the priority of a contact in a callback queue as well.