Feature Request: Native Round-Robin Call Routing in RingCX
Request:
Add native support for round-robin call routing in RingCX.
Current Behavior:
RingCX does not currently provide a native round-robin routing option. The available workaround requires routing through the EX side, while another potential solution would involve custom Cloud Profiles configuration through Professional Services.
Requested Enhancement:
Provide a native routing option that allows incoming calls to be distributed sequentially among available agents or destinations using a round-robin logic.
Business Impact:
Customers requiring equal or sequential distribution of calls must currently rely on workarounds or Professional Services for custom configuration. Native support would simplify configuration, reduce implementation effort, and provide customers with a standard routing option within RingCX.
Use Case / Example:
If Agents A, B, and C are available, calls would be distributed as follows:
Call 1 → Agent A
Call 2 → Agent B
Call 3 → Agent C
Call 4 → Agent A
Call 5 → Agent B
Call 6 → Agent C
The routing should continue cycling through the available agents/destinations while accounting for agent availability.
Requested Outcome:
Add a configurable Round-Robin routing strategy as a native RingCX routing option.
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Oscar
commented
This is a critical feature that would greatly assist our contact center. We had it on our previous phone system and it really is shocking that this is not something we have on our current system.