You can route calls in three different ways. They are as follows:
Serial wise to selected Users: Each time a customer calls, the call is routed to the agents in a specific order. For example, consider this: There are 5 agents responsible to receive calls A, B, C, D, E. Now, when a customer calls, the call will first get routed to agent A. If agent A doesn’t answer the call then, the call will get routed to agent B and so on. The same process takes place every time a customer calls.
Simultaneous to all selected users: Whenever a customer calls, the call is routed to all the agents together (5 agents at most) and the customer is connected to that agent who answers the call first.
Balanced call distribution: Each time a customer calls, the call routing method followed is a uniform distribution between all available agents, where each user has an equal chance of receiving the call as the calls will not be distributed in a circular way or on a priority basis.
The Call routing methods are updated timely to improve its robustness and efficiency.