Intro to inbound call routing

Publisher

RingCentral

URL

https://support.ringcentral.com/article-v2/Intro-to-inbound-call-routing-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US

Published

unknown

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

RingCentral proprietary; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• By default RingCX distributes a queue's calls to the next available agent assigned to the queue; skills and routing priorities refine that behaviour. in context
• Assigning a contact number as a DNIS to an inbound queue lets RingCX match the dialed number to that queue for routing. in context
• Group skills are created inside a queue group and let RingCX route specific types of calls to agents with matching capability, such as a language or product knowledge; agent skill profiles assign the skills to individual agents. in context
• A RingCX inbound queue is a holding area where incoming calls wait for an agent; queues are organised within queue groups and carry settings such as business hours, service level, agent assignments and queue priority. in context
• Queue Priority, a numeric setting on the queue's General tab, is a weighted preference: higher-priority queues receive a higher percentage of calls to shared agents while lower-priority queues still receive calls. in context

Cite this source record

APA

WarmTransfer. (2026, September 30). Intro to inbound call routing. WarmTransfer. https://warmtransfer.net/knowledge/sources/ringcentral-support-ringcx-intro-inbound-routing

BibTeX

@misc{warmtransfer-ringcentral-support-ringcx-intro-inbound-routing,
  title  = {Intro to inbound call routing},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/ringcentral-support-ringcx-intro-inbound-routing},
  note   = {RingCentral, accessed 2026-09-30}
}