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Suhana Hamzah
Business problem:
  • As a user, I want incoming calls to be routed efficiently based on agent availability so that calls don’t go unanswered or get stuck with unavailable agents.
  • Currently, when a contact is unassigned, the call rings everyone. When it’s assigned to an offline agent, it just rings endlessly - resulting in missed calls and poor customer experience.
Desired outcome:
  • Support round-robin routing for incoming calls (e.g. ring available agent for 20s → move to next if unanswered)
  • Introduce a dedicated
    Call Availability Status (Available / In Call / Busy / Offline)
    separate from chat availability
  • Routing should respect this call status - only agents marked “
    Available for Calls
    ” should be included
  • Add fallback logic (e.g. route to backup group, AI agent, or voicemail) if no one is available
Use cases:
  • A sales team wants incoming calls distributed evenly across available agents so leads aren’t missed when one agent is busy or offline
  • A support team needs call routing that automatically skips unavailable or offline agents to reduce wait time for customers
  • A manager wants agents to appear “available for calls” even if their chat status is busy, so both workloads can be managed independently
Current workaround:
Not available - current routing either rings all agents or gets stuck with an unavailable one