Call Routing in Cloud Call Centres: Skills, Priority & Business Rules with Vonage

🎯 What You'll Build Today

✅ A skills-based routing engine that matches callers to the right agent

✅ Business hours checking with timezone support

✅ Priority queuing (VIP customers jump the queue)

✅ Overflow handling — voicemail when no agents are available

- ✅ A multi-agent pool with status management

🧠 Routing Architecture

┌───────────────────────────────────────────────────────────────┐ │ ROUTING ENGINE ARCHITECTURE │ │ │ │ INBOUND CALL │ │ │ │ │ ▼ │ │ ┌─────────────────────────────────────────────────────────┐ │ │ │ STEP 1: BUSINESS HOURS CHECK │ │ │ │ │ │ │ │ Is it Mon–Fri 09:00–18:00 GMT?…