Use this dialog box to specify how many calls must be waiting
before the system presents them to your console and which incoming
calls get answered first when you press the Answer (Enter key) or 
or headset answer/release button.
To open this dialog
Select Options from the Tools menu.
Click on the Answer Priority option.
First-come, First-served
Select this option to answer the longest waiting call first. Recalls are always answered first, followed by other calls in order of arrival.
Assigned Line Priorities
Select this option to prioritize calls by LDN or type (Recall, Dial, External, Wats, etc.) For each LDN or call type, enter a number from 1 to 7. The lower the number the higher the priority. Typically, highest priority is given to calls to your company’s main telephone number.
Note: You can select the call that
you want to answer by pressing a softkey (Recall,
Dial, External, Wats, etc.) instead of the Answer key.