Request:
Add the ability for callers or users to select and speak with a specific agent directly from a RingEX (REX) call queue, rather than having the system route the call based solely on the queue's distribution logic.

Business Need:
There are scenarios where customers know the specific agent they need to speak with, but that agent is part of a call queue. Providing an option to select a particular agent would improve the customer experience, reduce unnecessary transfers, and allow callers to reach the appropriate person more efficiently while still leveraging the benefits of queue management.

Expected Functionality:

Allow callers to select a specific agent from a RingEX call queue (for example, through an IVR menu or directory lookup).
Route the call directly to the selected agent if they are available.
If the selected agent is unavailable, provide configurable fallback options, such as:
Route the call to the standard queue.
Leave a voicemail for the selected agent.
Offer a callback when the agent becomes available.
Transfer to another designated destination.

Business Impact:
This enhancement would improve customer satisfaction, reduce call handling time, minimize unnecessary call transfers, and provide greater flexibility in managing inbound calls while maintaining queue functionality.